- They will provide higher level support to members’ inquiries and issues as they utilize the healthcare plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
- They will answer heavy inbound calls, and provide customer support while navigating multiple computer applications.
- Responds professionally to inquiries from internal/external customers.
- Promotes, ensures and provides customer service to internal/external customers by demonstrating skills which are consistent with the organization’s philosophy of providing extraordinary customer relations and quality service.
- Initiates contact with the appropriate Health Plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
- Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
The essential functions of this role include working weekends
Skills Call Center Support Call Center Follow-up Active Listening Telephone Etiquette