Customer Service Specialist

As a Customer Service Specialist, you will be responsible for receiving and responding to inbound customer inquiries, performing outreach to providers and members, providing program support for contract members, and providing technical and administrative support for various contracts, including support of internal applications and tools.

Essential Functions

• Ensure the highest level of customer satisfaction by partnering with team members and program support to meet contract specific service level agreements and successfully performing responsibilities as defined by the assigned contract(s). Customer support may include answering general inquiries, troubleshooting issues, scheduling/rescheduling assessments, and other administrative responsibilities as assigned. May refer more complex calls to appropriate team members.
• Demonstrate professionalism through written and verbal communication with both internal and external customers, using multiple communication methods. Provide general office support. May perform data entry into database within specified timeframes. Prepare and distribute applicable correspondence from multiple sources to external participants following standard operating procedures and quality standards, to meet contract requirements. Listen to concerns, analyze information, recommend solutions, and confirm customer satisfaction.
• Work as an engaged team member to provide feedback, suggest improvement, and work with leadership to achieve company and employee-owner goals.
• Perform miscellaneous duties as assigned.

Requirements

• High school diploma and/or equivalent; 1 - 2 years’ experience working in a customer service environment.
• Demonstrated experience working in a fast-paced and deadline driven environment.
• Excellent verbal and written communication skills.
• Intermediate PC skills.
• Proficiency in all Microsoft Office products.
• Ability to triage issues and handle multiple tasks at the same time. Keyboarding equivalent 50 words or more per minute.
• Because of the nature and immediacy of the work, the ability to maintain regular and predictable attendance is essential.
• Call center experience preferred.
• Health care or insurance experience preferred.
• Certified Medical Assistant designation preferred.
• Bilingual skills preferred.