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Description
Summary:
The Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service.
Essential Functions:
- Handles incoming and outgoing calls with members, caregivers, doctors and other outside providers regarding members' accounts and product needs.
- Accesses and enters data in member accounts following HIPAA guidelines.
- Verifies insurance following established verification processes.
- Creates documentation to ensure supplies are shipped per insurance guidelines.
- Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
- Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
- Makes suggestions for process improvements.
Position Type:
This is a full-time position with a regular 40-hour work schedule Monday -Friday day shift.
Requirements
Required Education and Experience:
- High School Diploma, GED, or equivalent experience.
Preferred Education and Experience:
- 2+ years of experience in a fast-paced customer service role requiring the ability to handle multiple tasks at various stages of completion.
- Previous experience requiring clear and calm communication by phone.
- Previous experience requiring the ability to effectively use computer system and maintain good records.
Other Duties:
All other duties as assigned by management.