Job ID Number
R3423
Employment Type
Full time
Worksite Flexibility
Remote
Job Summary
As Customer Service Representative, you will aid our insurance client by providing excellent customer service through inbound and outbound calls and other outreach.
Job Description
We are looking for a Customer Service Representative This position will be a full-time and remote 6 month contract with extensions.
What You’ll Do
- Place outbound/receive inbound calls, which may include reviewing benefit information and assisting with resource connection
- Communicate effectively with members using open ended questions to gather more information as needed to provide assistance to members and, if needed, refer to Care Coordination for ongoing assistance
- Initiate outreach efforts, primarily by telephone, to conduct screening/surveys of members who may benefit from Care Coordination assistance
- Use various methods to seek additional contact information for the member, as needed, to engage the member in services
What You'll Need
Required
- High school diploma/GED
- Proficient computer skills
- 1-3+ years of Customer service experience
- Must be comfortable working in a high call volume position (100 calls a day, with 50 being outbound calls and 50 being inbound calls)
- Must be proactive, self-directed, assertive and creative in problem solving and system planning
- Strong active listening skills with the ability to act sensitively toward diverse people and situations
- Ability to successfully interact with external customers, peers, colleagues, and management team
- Demonstrate effective time management skills and demonstrate an ability to prioritize and handle multiple tasks simultaneously
- Must demonstrate sound judgment and discretion when approaching problems and making decisions
Preferred
- 1-3 years of Screening/Survey experience preferred
- Prefer candidates who are familiar with Delaware, local resources and the DE Medicaid population but it is not required
- 1-3 years of Call Center experience
- Previous medical experience preferred, previous outbound member outreach and the ability to escalate
- Experience with pediatrics
- Bilingual candidates preferred
Physical Demands
- Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state, and local standards
- Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc.
- Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard, and monitor
Reasonable Accommodation Statement
If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111.
Equal Employment Opportunity Policy Statement
It is the policy of CAI not to discriminate against any employee or applicant due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment due to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or being a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.