Customer Service Representative

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French Camp, CA, US

Salary Range: $22.36 To $22.36 Annually

Training

Schedule:

Monday to Friday from 8:00 to 4:30pm;
After Training:
Monday to Friday from 8am to 5pm

What You Will Be Doing:

Under direct supervision, the Customer Service Rep is responsible for responding to and resolving a variety of inquiries, requests and issues from external and internal customers in a call center environment.

Our Vision:

Continuously improve the health of our community.

Our Mission:

We provide healthcare value and advance wellness through community partnerships.

Essential Functions:

• Provides information on benefits, eligibility, claims, authorizations and other related items over the phone and in person.
• Researches and resolves issues related to claims and authorizations; monitors progress.
• Researches and resolves complex eligibility issues; monitors progress.
• Creates required documentation, including but not limited to call logs and other tracking systems.

What You Bring:

Knowledge, Skills, Abilities and Competencies

Required

• Produces work that is accurate and complete.
• Actively learns through experimentation when tackling new problems, using both successes and failures to learn.
• Rebounds from setbacks and adversity when facing difficult situations.
• Knows the most effective and efficient process to get things done, with a focus on continuous improvement.
• Interpersonal skills - interacts effectively with individuals both inside and outside of HPSJ; relates openly and comfortably with diverse groups of people.
• Strong oral and written communication skills, with ability to express self clearly and professionally, and document according to standards.
• Strong listening skills, with the ability to accurately receive and understand messages.
• Basic conflict resolution skills, with the ability to use tact and diplomacy to diffuse emotional situations.
• Ability to work independently and as part of a team.
• Demonstrates a commitment to HPSJ’s strategy, vision, mission and values.
• Ability to read, understand and apply complex written guidelines, instructions and other materials.
• Ability to compare and discern the difference between multiple sets of data or information.
• Basic arithmetic skills.
• Basic knowledge of contact center systems.
• Basic skills in Windows, Word, Excel and Outlook.
• Ability to navigate multiple systems and resources simultaneously.
• Ability to handle confidential information with appropriate discretion.
• Ability to speak and be understood in English.
• Proficiency (as defined by HPSJ’s Cultural and Linguistics Program) in one of HPSJ’s threshold languages may be required, depending on business requirements.
• Must type 40 WPM.
• Must pass Call Center Listening Skill test with a score of 71+.

Preferred

• Ability to efficiently and effectively handle calls of heavy volume ( 50-100 per day), including documentation and resolution.
• Knowledge of Medi-Cal programs
• Knowledge of Medicare DSNP programs
• Knowledge of managed care
• Knowledge of medical policy benefits and exclusions
• Knowledge of medical terminology
• Knowledge of ICD and CPT coding.

What You Have:

Education and Experience

Required

• High school diploma or general education degree; and
• Customer Service experience.

Preferred

• Associate’s Degree
• Experience in customer service in a health plan, managed care, Medicare DSNP and/or Medi-Cal.
• At least one year handling heavy call volume (50-100 calls per day).

Licenses, Certifications

None.

What You Will Get:

• Robust and affordable health/dental/vision with choices in providers
• Generous paid time off (accrue up to 3 weeks of PTO, 4 paid floating holidays including employee’s birthday, and 9 paid holidays)
• CalPERS retirement pension program, automatic employer-paid retirements contributions, in addition to voluntary defined contribution plan
• Two flexible spending accounts (FSAs)
• Employer-Paid Term Life and AD&D Insurance
• Employer-Paid Disability Insurance
• Employer-Paid Life Assistance Program
• Health Advocacy
• Supplemental medical, legal, identity theft protection
• Access to exclusive discount mall
• Education…