UnityBPO is seeking a professional, engaging, and dynamic customer service Call Center Representative who possesses strong analytical skills and an exemplary attendance record. The ideal candidate will have experience with health plan benefits and the capability to communicate plan policies and benefits clearly and effectively
Call Center Reps are responsible for providing comprehensive high-quality service to all customers. The primary responsibilities, include but are not limited to documenting all customer contacts into the tracking system, process complaints, conduct outreach efforts, assist in PCP selection, conduct new member orientations, claims review inquiries, etc.
Requirements
- High School diploma or G.E.D. equivalent; and
- 2 -3 years experience in a call center customer service role with medical and or insurance terminology.
- Proven experience in providing excellent service to customers in various healthcare related areas, (i.e. insurance, doctor’s office, medical clinics).
- Poise under pressure when dealing with difficult situations and potentially upset customers
- Must be able to talk and type simultaneously, with attention to detail.
- Strong written and oral communication skills .
- Ability to adapt to an ever-changing environment
***You must complete the Microsoft speed test form and submit the test results to the documented email address in the form (speedtest@unitybpo.com)https://forms.office.com/r/vmzLwQcps9***. To ensure accuracy, please ensure that your PC is connected to the router using an Ethernet connection.
Job Description
- Assist members with PCP selection, as well as, locating providers and vendors within Plan’s network.
- Record and respond to all Customer contacts and update in tracking systems, Manage and ensure appropriate follow-up and closure for all customer contacts.
- Research and respond accurately to all customer inquiries related to eligibility, benefits/services., claims and authorizations.
- Process requests for member materials, such as ID cards, member guide, provider directory, etc.
- Verify and update member demographic information.
- Handle enrollment inquiries and disenrollment requests.
- Classify and record all customer encounters clearly and concisely.
- Identify and escalate complex issues and provide follow-up/ closure.
- Strive for first call resolution, working to resolve member and provider issues as the point of contact.
- Utilize dual monitors and leverage computer-based resources to find answers to customer questions.
- Strong attention to detail, a high level of accuracy required.
- Meets key performance indicators and service standards.
Disclaimer
- The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification/job function.
- It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this position.
- The preceding job description does not alter the “at will” status and therefore does not constitute a contract of employment, expressed, or implied between any employee and UnityBPO.
We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.
