Job Title Customer Care Associate Bilingual (fluent English / Spanish)
Location Work from Home
Job Category Member Services, Geisinger Health Plan
Schedule Days
Work Type Full time
Department GHP Customer Care Team
Job ID R-71727
Job Summary
Geisinger Health Plan is now hiring full-time Customer Care Associates for our March 2025 (3/10/2025) training class. If you are looking for an opportunity (entry level) to begin a career in healthcare where you can grow not only in our health plan but also Geisinger health system, please apply.
Job Duties
The Customer Care Associate is the main point of contact a customer makes with the health plan. Provides exceptional customer service to customers by answering questions and/or resolving concerns through appropriate education, information, and follow-up.
- Provides customers with knowledge of plans, products, systems, and processes to resolve customer issues/concerns.
- Serves as primary contact for customers.
- Maintains strong relationships with customers through telephone contact, written correspondence, electronic messaging and onsite visits.
- Investigates all concerns/issues to assure accurate information is provided in a timely manner. Provides resolution for all customer concerns and inquiries.
- Communicates and coordinates with the appropriate internal departments to resolve customer concerns.
- Documents and codes accurately all inquiries/concerns.
- Provides customers with the complaint/appeal and grievance process.
- Documents complaint/appeal and grievances and forwards to the appropriate team for processing.
- Completes outbound calls to customers to resolve complex benefit, eligibility, premium, pharmacy, claims or other related issues.
Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Position Details
Work Schedule / Hours
- Hours of Operation are Monday thru Friday 7am - 8pm. Saturday 8am - 2pm.
- Shifts can change based on business need and process will be discussed during the interview & hiring process.
- During peak business times, and new election periods, extended hours may be required.
Internet requirements:
Employee required to have/supply: Cable modem, (high speed, only - No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is:
- •25 MBPS UP
- •75 MBPS DOWN
- •<150 ms Ping Required
- •<30ms Jitter Required
Computer must be connected to the internet via Ethernet cable; wifi is not permitted unless a Virtual Private Network (VPN) is used for the wifi connection
Education
High School Diploma or Equivalent (GED)- (Required)
Experience
Minimum of 1 year-Customer Service (Required)
Skills
Bilingual; Group Problem Solving; Call Center Technologies (Inactive); Computer Literacy; Organizing; Teamwork; Communication
About Geisinger
Founded more than 100 years ago by Abigail Geisinger, the system now includes ten hospital campuses, a 550,000-member health plan, two research centers and the Geisinger Commonwealth School of Medicine. With nearly 24,000 employees and more than 1,700 employed physicians, Geisinger boosts its hometown economies in Pennsylvania by billions of dollars annually. Learn more at geisinger.org or connect with us on Facebook, Instagram, LinkedIn and Twitter.
Our Commitment to Diversity, Equity and Inclusion
Geisinger values who you are, where you are from, and where you are going. We seek out people of various backgrounds and cultures with unique abilities, non-traditional career paths and ambitious aspirations. We are an Affirmative Action, Equal Opportunity Employer. Women and Minorities are encouraged to apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status. Read more about Our Commitment to Inclusive Recruiting.
Our Vision & Values
Everything we do is about making better health easier for our patients, our members, our students, our Geisinger family and our communities.
KINDNESS: We strive to treat everyone as we would hope to be treated ourselves.
EXCELLENCE: We treasure colleagues who humbly strive for excellence.
LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow.
INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
SAFETY: We provide a safe environment for our patients and members and the Geisinger family.
Our Benefits
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and prescription coverage.
