Call Center Service Associate

Responsibilities

• Provide excellent service to customers through the resolution of basic customer inquiries received by phone or written correspondence.
• Receive customer inquiries via phone, fax, mail, e-mail, etc.
• Probe for additional helpful information to effectively handle inquiry.
• Review computer systems and/or other reference materials to complete verification process.
• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to resolve or redirect inquiries in accordance with departmental process.
• Document customer inquiries and actions taken to ensure appropriate follow up.
• Follow up on unresolved issues in a timely manner, escalating call trends to management.
• Deliver an excellent customer service experience while meeting quality and production standards.

• High School Diploma/GED required
• Some experience in a call center or customer service role within the health insurance industry preferred.
• Medical terminology and medical billing coding preferred