The Customer Service Representative will be in the frontlines facilitating our military populations' health care needs by providing outstanding customer service in a fast-paced contact center. You will respond to inbound calls, chat, email or other written correspondence regarding enrollment, claims, referrals and authorizations and appointments. Combine your passion for our military community with your proven customer service skills in this mission to serve those who serve.
Our company offers employees the opportunity to join a team where there is a robust employee benefits program, management engagement, quality leadership, an atmosphere of teamwork, recognition for performance, and promotion opportunities. We actively strive to channel our highly engaged employee's knowledge, critical thinking, innovative solutions for our clients.
Duties and Responsibilities:
- Accurately and professionally answer health care inquiries and provide resolutions to beneficiaries & providers over the phone, chat, email or other written correspondence.
- Effectively and professionally answer customer inquiries by taking ownership of issues, utilizing sound judgement and the tools at your disposal to resolve customer issues on the initial contact
- Meet department productivity and performance metrics to include consistent and regular attendance. Adhere to published schedule, prioritize workload to answer incoming calls and maintain consistent attendance.
- Document customer interactions and cases in a customer relationship management (CRM) system.
- Participates in continuous training and become fully proficient in resolving all customer inquiries
- Other duties as assigned.
Minimum Qualifications: (To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.)
- A High School Diploma and a minimum of (2) years of customer service experience.
- Technology literate and experienced in navigating multiple screens or web browsers at one time and proven ability to work independently in a remote work environment
- Ability to cover any work schedule
- A private and secure workspace and workstation with high-speed internet is required.
- Contact center with chat messaging, TRICARE customer service and military connectedness experience preferred
Knowledge, Skills and Abilities:
- Excellent verbal communication skills
- Telephone skills
- Friendly and pleasant manner
- Data entry skills
- Typing and word processing skills
- Documentation skills
- Active listening skills
- Attention to detail
- Problem solving skills
- Possess knowledge of medical terminology, release of medical information and legal ethics is desirable.