Location: New York,NY, USA
Provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience. Works under direct supervision.
Compensation:$19.18 - $23.99 Hourly
* Supports two VNS Health lines of business after acquiring a second line of business specialty knowledge.* Receives and responds to consumer inquiries. Resolves non-clinical inquiries and complaints related to customer service across VNS Health. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.* Displays empathy towards, actively listens to, and clearly communicates with consumers to ensure their needs are understood and addressed to create a positive experience.* Keeps up with all organizational changes and updates through ongoing training, coaching, and educational materials.* Adheres to general contact center standards and metrics (e.g., call handling parameters).* Operates in a team-oriented and collaborative culture by actively sharing best practices and identifying opportunities for improvement to further enhance the consumer experience.* Sets up, coordinates, and tracks services provided by the LOB, its contractors, and other community agencies and institutions. Follows up to ensure services are scheduled and provided, and ensures services are within the defined program parameters.* Acts as liaison to VNS Health staff, departments, and programs to troubleshoot problems and ensure that information received is accurate and updated.* Participates in outreach programs that promote consumer retention, improved quality, and updates records on activities for management for review.* Assists with planning and implementation of customer service and telephone responsiveness activities and initiatives. Tracks, organizes, and maintains records of service logs, performance reports, and other data, as needed by management for review.* Enters required data and reconciles input with documentation.* Participates in special projects and performs other duties as assigned.
QualificationsEducation:High School Diploma or equivalent required.Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred.Work Experience:Minimum of two years of customer service experience preferably in a health care setting required.Excellent oral/verbal communication and customer service skills required.PC skills including Microsoft Office required.Bilingual skills may be required as determined by operational needs.
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