Medicare Customer Service Representative
Remote, $15.00/hour
Bloom, the insurance industry’s trusted growth partner is seeking an experienced and dedicated Medicare Customer Service Representative. We are seeking collaborative, committed, holistic, and evolving personalities. The CSR is responsible for helping members access community resources, arrange transportation, and will assist members with accessing care. The CSR conducts outreach activities to conduct initial health screening and schedules initial visits with newly enrolled members. The CSR will work in a call center-like queue responding to inbound calls from members.
We are looking for an exceptional individual who can:
- Function as the first point of contact for our client’s members
- Communicate with members in a courteous, respectful, and professional manner
- Demonstrate exceptional care and compassion for our members
- Field inbound calls, as well as conduct outbound calls for member outreach
- Provide first-call- resolution for member issues
- Escalate, document unresolved issues, and reroute them to the next level of support
- Follow communication scripts and use knowledge of the company’s products and services to support member needs
- Schedule member appointments as needed, provide status updates for prior authorization, handle member claims questions, and provide the member with an explanation of benefits.
- Provide assistance with the replacement of member ID cards
- Conduct social determinates of health, and provide release assessments for members
- Maintain or exceed key performance indicators and quality performance based on established metrics
- Document all activities through appropriate systems and channels
- Empathize and remain patient with difficult callers
- Excellent attendance, along with consistent dependability and flexibility in the workplace
- Evaluate information to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Complete required training and understand how to use tools available to recall necessary information and take the appropriate action
- Consistently support Bloom’s compliance policies and maintain the privacy and confidentiality of information
- Develop an understanding of the way performance and actions affect Bloom’s Call Center performance initiatives (call handling, first call resolution, member retention, and performing proper follow-up as warranted)
- Utilize dual monitors and leverage computer-based resources to find answers to customer questions
- Must be able to work evenings and weekends, if needed
- Perform all other duties as assigned
Education and Experience
- High school diploma or GED
- 6 months of healthcare customer service preferred
- Medicare healthcare customer service required
Skills and Abilities
- Excellent customer service skills
- Proficient computer skills
- Active listening and soft skills
- Critical thinking skills
- Ability to multi-task in a fast-paced environment
- Self-motivator
- Excellent verbal and written communication skills
- Ability to successfully handle a high volume of inbound and outbound phone outreaches
- Ability to hold a calm, respectful tone and professional demeanor while under pressure
- Performance-driven mindset
- A solutions-minded team player
- Positive can-do attitude
- Ability to meet or exceed established call center productivity metrics
- Ability to meet or exceed established goals on all call monitoring audits
- Ability to learn and navigate through multiple different systems
What We Offer
Bloom, we offer an engaging, supportive work environment, great benefits, and the opportunity to build the career you always wanted. Benefits of working for Bloom include:
- Competitive compensation
- Comprehensive health benefits
- Long-term career growth and mentoring
About Bloom
As an insurance services company licensed in 48 contiguous U.S. states, Bloom focuses on enabling health plans to increase membership and improve the enrollee experience while reducing costs. We concentrate on two areas of service: technology services and call center services and are committed to ensuring our state-of-the-art software products and services provide greater efficiency and cost savings to clients.
Ascend Technology ™
Bloom provides advanced sales and enrollment automation technology to the insurance industry through our Ascend ™ technology. Our Ascend™ technology platform focuses on sales automation efficiencies and optimizing the member experience from the first moment a prospect considers a health plan membership.