Role: Inbound Call Center Associates
Location: Remote/ Work from Home
Term: Long Term Contract
Before you respond to this email, kindly read below points and this email thoroughly , and if you are good, please reply with resume attached for a Call Conversation:
WORKING FROM HOME EXPECTATIONS:
- Due to working on a remote basis, we must have a contact number to reach you on.
- You must have a secure, designated workspace, away from the rest of the residence.
- Your workspace must be free from distractions throughout your shift times.
- You must possess a reliable form of telephonic communication and internet services while working remotely.
- You must maintain a stable and sufficient internet speed. Download speed of 10 Mbps/upload speed of 10 Mbps. This connection should be hard wired and not wireless for security purposes.
TRAINING PARTICIPATION:
- You will be expected to be on camera throughout the training session, excluding breaks.
SCHEDULE:
During Training: 8:00AM-4:30PM PST
After Training:
Call Center is open 7 days a week, 8:00am to 8:00pm EST. However, you will only work 8-hour shifts for a total of 5 days a week.
This can include shifts on Saturday/Sunday
BREAKS & LUNCH:
Break One: 15 minutes Lunch: 30 minutes Break Two: 15 minutes.
Additional details will be provided on day 1 of the training
ATTENDANCE / TIME OFF EXPECTATIONS:
100% presence is expected during the 4 weeks of training and 4 weeks of nesting. As such, requested time off will not be approved during this time.
As a participant of the training program, you are expected to adhere to your training schedules per the training policy. If you are unable to adhere to your assigned schedule, you must obtain approval from the Trainer / Supervisor in advance of any requested schedule changes. This approval includes requests to be absent, as well as late arrivals to or early departures from work. Failure to obtain prior approval will result in the time missed from work being considered as either absence or tardy as well as training hours missed.
GRADED ASSESSMENTS & MOCK CALLS: As per the training policy you will review with your Trainer, assessments and mock calls may be required to pass training.
General Key Metrics for Call Center roles (keep in mind that some can vary based on client):
Average handle time, After Call Work, Quality, Schedule Adherence, Schedule Conformance, First Call Resolution
Job Duties:
- This position is for an Inbound Provider & Member services representative
- With the goal of first call resolution, the CSR Agent will address the needs of inbound callers according to the established call flows and work processes as supplied by the client and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.
- CSR agent must know when to reach out to internal partners and when/how to internally refer issues ranging from claims, provider searches, location of resources, obtaining an interpreter, processing billing payments, referring enrollment issues, and helping callers understand benefits.
- With a high level of accuracy and attention to detail, agents must have the ability to maintain professionalism while working within documentation guidelines, on proprietary software, utilizing dual screens and multiple applications. Agents are required to check two email accounts daily and stay up to date on call handling resources through continual document review and completion of mandated knowledge checks as assigned.
- Agents will live-document all caller interactions in accordance with Quality Assurance Guidelines and will maintain an average monthly rating as defined for the site.
- Agents will be in attendance for and will adhere to their slated schedule and will be either on a call, or readily waiting for a call in order to maintain minimum Production and Adherence standards.
- Exceptional attention to detail and willingness to learn, adapt and interact with individuals who may be angry, frustrated or calling in to complain while helping to ease the abrasion between the member and the plan.
- Ability to work overtime and/or a flexible schedule based on business, client and/or account needs.
- Other duties as assigned please send me your resume to neeraj@reqroute.com
Companies across U.S. have engaged ReqRoute, Inc to deliver skilled, dedicated IT professionals. Recruiting is our passion and we support Fortune 1000 companies with their hiring needs. We always seek to deliver competitive and sought-after career opportunities to our potential consultants and employees. We invite you to review the position requirements and apply today if your skills match our needs.
ReqRoute, Inc is an Equal Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, disability, military status, national origin or any other characteristic protected under federal, state, or applicable local law.
