CarynHealth is looking for customer service professionals to provide expertise and support to members, providers, and other healthcare advocates. Customer Service Representatives are responsible for providing direct phone-based customer interaction to answer and resolve a wide variety of inquiries related to CarynHealth's healthcare products and solutions. The ideal candidate will have a commitment to service and providing a best-in-class experience for all callers.
Primary Responsibilities:
- Respond to and resolve customer service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims and correspondence
- Assist customers in website navigation and self-service options for their health plan
- Own a problem through to resolution on behalf of a member in real time or through comprehensive and timely follow-up
- Escalate member and provider issues to appropriate team members, as defined by our procedures
- Provide education and status on previously submitted pre-authorizations or pre-determination requests
- Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution, and attendance
- Proficient problem-solving skills
- Proficient in translating healthcare-related terminology and complex processes into simple, step-by-step instructions customers can understand and act upon
- Flexibility to customize approach to meet all types of member communication styles and personalities
- Proficient conflict management skills to include ability to resolve issues and demonstrating personal resilience
- Ability to work without constant direction from management
- Basic tasks are completed without review by others
Requirements
Minimum Qualifications:
- High School Diploma / GED
- 1 or more years of customer service experience within the healthcare industry
- Ability to successfully complete the company training program within the required timeframe
- Ability to work regularly scheduled shifts within hours of operation, where lunches and breaks are scheduled
- Flexibility to adjust daily schedule
- Work overtime and/or weekends, as needed
Benefits
- 401(k)
- Health insurance
- Paid time off