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Customer Service Representative

Collabera • Fenton, MO

Posted 2 months ago

Job Snapshot

Contractor
$15.00 - $17.00/Hour
Other Great Industries
Other
Relocation - No

Job Description

Position Details:

Industry Healthcare

Work Location Fenton, MO

Job Title Care Senior Associate

Duration 4 months

Duties:

- Advocates are in a call center environment and serve as the first point of contact by answering inbound calls from customers. Our customers are calling in regards to their Employee Assistance Program/Behavioral Health, Substance Abuse benefits, or claims inquires

- Registering customers in the intake system, opening case files for documenting

- Ability to deescalate callers and being able to appropriately address sensitive issues with callers.

- Assisting customers with requests for services, verifying eligibility for the requested service, and addressing other issues complex in nature.

- Educating customers with respect to parameters of services and benefits design.

- Providing customers with names and phone numbers of nearest clinicians according to contract, clinical specialty, and/or geographic need.

- Writing authorizations for the appropriate level of care to insure claims are paid correctly.

- Provide timely follow-up calls to customers as needed.

- Demonstrate an awareness and understanding of the responsibilities and workflows of the various departments within the business unit, other areas within Cigna, and matrix partners.

- Participating in staff meetings and in-service seminars.

- Completing additional tasks and projects as assigned.

- Monitoring and following daily schedule as assigned.

- Consistently is ready to take calls at the start of their shift and manages their daily scheduled as assigned by the resource planning team.

- Responsible for meeting Quality Score of 92% or greater each month

- 2-4 years Bachelors degree in mental health field or psychology/social work related field required.

- Masters degree in mental health field or psychology/social work related field preferred

- Customer service experience strongly preferred.

- Proficient typing skills and the ability to toggle between multiple computer applications.

- Ability to maintain professional and positive interactions with customers and internal matrix partners.

- Ability to take on additional tasks as assigned and remains productive and supportive to the team and the incoming call volume.

- Independent problem solving skills within a team setting.

- Time management

- Team work

- Interpersonal skills
Job ID: 759610
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