Essential Responsibilities:
• Answer incoming phone lines…
• Follow guidelines dictated in quality program for each call.
• Ensure security procedure are met in every interaction
• Utilize DE & all applicable systems to procure needed program details to answer the caller’s questions in accordance with program guidelines.
• Ensure correct information is communicated in each interaction.
• Maintain call talk times while applying all file facts
• Following details of required call scripts
• Process incoming Level 1 docs
• Maintain quality performance in processing
• Ensure all processing and call goals are met
Non-Essential Responsibilities:
• Performs other functions as assigned
• Follow processing guidelines as
Knowledge, Skills and Abilities:
• Ability to demonstrate customer service skills.
• Ability to use and decipher file details
• Ability to us de-escalation techniques on calls
• Ability to pay attention to detail while on calls or processing files.
• Ability to display manual dexterity in the use of a PC, phone, sorting, filing and other office equipment.
• Ability to demonstrate good keyboard skills.
• Ability to maintain patient confidentiality.
• Ability to work independently, under pressure and within, restricted timeframes.
• Ability to adapt and thrive in a changing environment.
• Ability to manage time effectively.
• Ability to demonstrate a strong knowledge of customer service principles and practices.
Work Conditions and Physical Demands:
• Primarily sedentary work in a general office environment.
• Ability to communicate and exchange information
• Ability to comprehend and interpret documents and data
• Requires manual dexterity to use computer, telephone and double monitors
• May be required to work extended hours based on special business needs.
Minimum Education:
• High School Diploma or GED required
• Additional education is preferred
Minimum Work Experience
• 2+ year of call center experience
• Demonstrate customer service skills is required
• Able to function between two departments incoming calls
