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United States
Connext Global Solutions Hiring for Customer Support Specialist – Healthcare at Remote Full Time
Position title
Customer Support Specialist – Healthcare
Responsibilities
- Successfully responds to and logs routine telephone and other inquiries from members, providers, employer groups, and clients.
- Inquiries require knowledge in the areas of utilizing the plan, benefits, eligibility, claims, premium payment, and accurate completion and processing of forms and documentation.
- Participates in the training process to develop skills and knowledge that will be utilized in performing essential duties.
- Remains current on all changes to customer service policies, procedures and product information to accurately and consistently respond to inquiries. Attends meetings and training for updates.
- Identifies specific questions, problems or concerns using clarifying questions and researching individual files.
- Effectively accesses, interprets and analyzes internal policies and information maintained on computer databases, in resource manuals, and in various computer systems to resolve inquiries.
- Accurately responds to and follows up on inquiries in a timely and professional manner that represents HWMG and our clients favorably through verbal and written communication. Refers escalated cases to a specialist or management.
- Logs and tracks inquiries that require further action and maintains pending files to ensure resolution. Assists department until situations are resolved. Makes outbound phone calls as needed to resolve issues.
- Investigates problems and complaints, including reviewing responses from other departments and supervisors.
- Determines appropriate resolution, including negotiating positive outcomes.
- Assists with special or ongoing projects as assigned.
- Identifies and notifies supervisors of client, member, and system issues or trends. Suggests solutions, quality improvements, or procedural changes.
- Informs applicable departments of errors, including claims paid or denied in error, and requests adjustment or correction.
- Follows up on requests and ensures resolution.
- Works independently with minimal supervision. Takes the initiative to effectively carry out daily responsibilities.
- Consistently achieves departmental performance standards including problem-solving, decision-making, and logging calls.
- Must comply with Company and Departmental policies and procedures.
Performs other duties as assigned.
Qualifications
- Excellent customer service, organizational, and verbal and written communication skills
- Attention to detail, work independently and in a team environment with minimal supervision, and consistently meet deadlines
- Maintain professionalism under stressful situations
- Strong listening and problem-solving skills
- Positively, proactively, and accurately handle customer concerns and focus on multiple tasks simultaneously in a fast-paced call center environment
- Take initiative to effectively carry out and follow through on daily responsibilities
- Achieve department performance metrics, including an average calls-logged ratio of 95% or higher
- Read and interpret documents such as procedure manuals, write correspondence, and speak effectively with customers and employees of the organization.
- Navigate through computer systems including Windows, and proficient keyboarding skills
- Basic-level proficiency in Microsoft Word, Excel, and Outlook
- Add, subtract, multiply, and divide in units of measure using whole numbers, common fractions, percentages, and decimals.
Hiring organization
Connext Global Solutions
Industry
Customer Service
Job Location
WFH Permanent
Date posted
May 12, 2022
