Job Title: Customer Service Advocate I Why work at OpTech? OpTech is a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work at OpTech, not only do you get health and dental benefits on the first day of employment, but you also have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today! To view our complete list of openings, please visit our website at www.optechus.com . RESPONSIBILITIES: Position Purpose:
- Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers
- Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints
- Previously known as Customer Service Representative or Call Center Representative
Day to day responsibilities of this the role and a description of the project (Outside of Workday JD):
- SC will have 3 days of visits and 2 days of documentation weekly
- SC will have a caseload and work assigned tasks
- SC will complete H2060 assessment
- SC will fill put required forms for each assessment
- SC will make follow up calls
Other Responsibilities:
- Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
- Mitigates and prevents complaints from being escalated to resolve in initial contact
- Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
- Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
- Maintains performance and quality standards based on established contact center metrics
- Provides customer service in a high pace contact center environment over the phone, via live chats and emails
- Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
- Performs other duties as assigned
- Complies with all policies and standards
QUALIFICATIONS: Required Skills/Experience:
- Call Center
- Customer Service
- Problem Solving Skills
Software Skills Required:
- Basic understanding of Word, Excel, Outlook and Teams
Preferred Skills/Experience:
- Close attention to details
- Ability to work with 4 or more systems simultaneously
Other Experience:
- Entry-level position typically requiring little or no previous experience
- Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
- Experience interacting and multitasking using multiple systems and programs simultaneously preferred
Education Requirement and Preferred:
- High School Diploma or GED
OpTech is an equal opportunity employer and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, status as a parent, disability, age, veteran status, or other characteristics as defined by federal, state or local laws. 29752