PURPOSE: The purpose of the Client Services Representative is to apply the knowledge of Allied's products, the Certificates of Insurance, the computer system and company procedures and philosophies along with judgment, in providing service to agents, insureds, providers, and other outside sources on both a pro-active and responsive basis. The CSR will work in a team atmosphere utilizing their expertise and the expertise of their peer group and staff in other departments to solve problems, provide information, and lend assistance involving multiple functions of the company. A CSR will step outside the normal customer service interaction and intentionally create a person-to-person experience, so the customer leaves the conversation with not only the information they thought they were looking for - but the information they need. This is an in-office position Monday - Friday 8am-4:30pm. We are looking for excited and passionate individuals who are ready to work on a team in order to assist our agents, insureds, and providers with questions they may have around their healthcare. Being a team player with a good attitude is critical for success in this role. We offer competitive pay, holidays off, and growth opportunities. ESSENTIAL FUNCTIONS:
- Attain and keep current an in-depth knowledge of all procedures and guidelines of the Client Services department. Remain up to date in the scope and depth of knowledge required to effectively apply all procedures and guidelines involved in Claims Processing in order to answer related questions from our customers.
- At all times, represent Allied in a positive, professional, thorough, and helpful way.
- Document all calls, inbound/outbound, in Allied's contact management system.
- Handle inbound and outbound contacts (calls, e-mails, and faxes) and determine the proper routing or course of action for those contacts. Ask all questions necessary concerning the issue, thus resulting in complete resolution and eliminating additional calls. If necessary, take responsibility for this contact and follow through to the conclusion.
- Successfully complete a recognized course in Medical Terminology and pass a proficiency exam.
Requirements
- Associate of Arts degree or minimum 2 years of college course work strongly preferred.
- Minimum of 2 years of Customer Service experience in a Call Center is preferred.
- Minimum of 2 years of life & health insurance experience preferred.
- Ability to communicate in an assertive but positive manner, using excellent telephone communication skills (i.e. listening for understanding, responding accurately and professionally, and expressing self clearly and courteously.)
- Knowledge and understanding of medical terminology strongly preferred.
- Ability to speak English fluently, read, comprehend, follow and give written and verbal English instructions.
- Intermediate level proficiency with Windows-based systems, including but not limited to Microsoft Word.
- Ability to compose proper business correspondence (i.e., letters, memos, and file documentation) and communicate clearly in e-mail responses to internal and external customers.
- Ability to meet company attendance requirements and work overtime as necessary.
- Ability to sit or stand for 7.5 hours per day.
- Ability to meet departmental training standards.
- Ability to achieve and maintain department quality and quantity production standards.
- Ability to work under and handle the stress associated with varying workloads and deadlines, dealing with difficult callers, and handling a high volume of inbound and outbound contacts.