Customer Service Representative

PURPOSE OF THE POSITION:

To respond promptly and accurately to the questions and problems of Members and
Potential Members. To achieve organizational Customer Services goals as
detailed in the Customer Services Performance Plan while adhering to all
applicable policies, procedures, rules and guidelines.

ESSENTIAL FUNCTIONS:

• Resolve member questions/issues while ensuring compliance with applicable
  policies, procedures, rules and guidelines.
• Accurately document all contacts with external customers, and route the
  documentation for appropriate follow-up, if necessary.
• Identify and immediately report any issues that pose a risk to superior
  service or potential for liability.
• Meet or exceed base call center productivity and quality standards.
• Meet or exceed productivity and quality expectations for projects such as
  outbound calls, education and outreach, and Member Advisory Board meetings.
• Work cooperatively with staff throughout the company, and contribute to the
  overall success of Marketing and Membership.
• Perform other assigned tasks as required

QUALIFICATIONS:

• Associates degree or equivalent business experience
• Proficiency with Microsoft Office and GroupWise as demonstrated by the
  effective use of both applications to accomplish work assignments.
• Minimum of one year experience in managed care customer service, with
  demonstrated success in achieving quality and productivity goals.
• Strong interpersonal skills characterized by ability to listen carefully,
  respond appropriately to others and be persuasive without being offensive or
  overbearing.
• Demonstrated ability to understand detailed policies, procedures, plan
  provisions and practices and relate them to customer questions and problems.
• Demonstrated ability to communicate solutions that are satisfactory to the
  customer.
• Enthusiasm, self-motivation and resourcefulness.
• Ability to work with limited supervision.
• High level of integrity as demonstrated by 1) appropriate treatment of
  confidential information, 2) adherence to policies, procedures, rules and
  regulations and 3) professional conduct in dealing with persons internal and
  external to the organization and 4) sensitivity towards the target population is
  essential.