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Customer Service Representative at The Panther Group

Customer Service Representative

The Panther Group Boston, MA Contractor
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Customer Service Representative

Summary: This customer service representative position puts you in a position to help people from all over the state of Massachusetts. You will take a large volume of incoming calls and help guide and explain to people the appropriate services for their situation.

  • Function as first line of contact for all members
  • Provide members with information regarding options available within assigned network of providers
  • Access, read and interpret data on various systems
  • Communicates any needs or concerns to supervisor
  • Assists in educating members on policy matters, use encounters as opportunities to educate members on available tools such as self-service options to reduce administrative work efforts
  • Responsible for appropriate handling of sensitive information ensuring it is not disseminated to individuals not authorized to access it
  • Documents and tracks all member contacts and activities
  • Participates in setting and meeting department goals, as well as special projects or quality improvements
  • Conducts thorough health care need assessment with members including possible needs of family members
  • Investigates third party resources and complies with systems and admin requirements.
  • Facilitates resolution of non-clerical issues related to member compliance/participation

Required skills:
  • Excellent communication, telephone and customer service skills
  • General computer knowledge with strong data entry skills
  • Attention to detail, ability to multitask and respond to customer problems/needs
  • Able to work independently as well as a team member
  • Must be punctual and able to multitask in a fast-paced high-volume environment
  • Must be able to deal with distressed customers in a calm and understanding manner.

Preferred Skills: Second language proficiency

Experience: Experience in telephonic customer service, human services, health care or service-related field.

Recommended skills

Clerical Works
Attention To Detail
Customer Service
Self Motivation
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Job ID: 4157225


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