Customer Care Representative ISKYGEN • Menomonee Falls, WI, United States
Customer Care Representative I
SKYGEN • Menomonee Falls, WI, United States
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job_description.job_card.job_descriptionCareer growth in an inclusive culture Paid training Health benefits 401(k) Servicing our Dental and Vision insurance inbound callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area. Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests. Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution. Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information. Act as liaison between our organization and the client's Member Services staff to resolve issues such as eligibility and filing appeals and grievances. Provide updates to providers with questions regarding the status of their credentialing application. Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available. Ensure all calls are answered according to company and client guidelines. Accurately document call information and resolution in our internal systems. Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported. Properly identify issues that need to be escalated appropriately to the leadership team. Provide recommendations on system enhancements and process improvements to management. Keep our Provider Relations team updated with provider manual discrepancies, change in locations or any other provider related issues. Participate in departmental projects when applicable. Required Level of Education, Licenses, and / or Certificates Required Level of Experience Required Knowledge, Skills, and Abilities Ability to work occasional overtime as needed. Excellent listening and communication skills. Superior customer service skills including the natural ability to provide empathy. Strong data entry / typing skills. Strong navigation skills and the ability to multi-task. Excellent attention to detail. Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions. Preferred Level of Experience Previous experience working in a virtual environment. Understanding of dental, vision and / or medical insurance terminology.
Important things YOU should know :
- Fully remote opportunity
- Training schedule (Initial 90 days) : 8 : 00am - 4 : 30pm Monday - Friday CST
- Work schedule (after training) : 8 : 30am - 5 : 00pm Monday - Friday CST
- Hours of operation : 7 : 00am - 10 : 00pm CST Monday - Friday so shift could flex based on business need
- $2.00 / hour differential on Mon / Tues
- Occasional evenings, weekends and holidays possible during Annual Medicare Open Enrollment : 10 / 1 - 3 / 31
- Exceptional professional growth in a fun rewarding environment
What will YOU be doing for us?
Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer - always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience.
What is in it for YOU?
What will YOU be working on every day?
Additional Responsibilities :
What qualifications do YOU need to have to be GOOD candidate?
High school diploma or equivalent.
1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail.
Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook.
What qualifications do YOU need to be a GREAT candidate?
1+ years of job related customer service experience within the dental, vision or medical industry.
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Customer Care Representative • Menomonee Falls, WI, United States
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