Kelly services is looking for Customer Service Reps for one of the largest not-for-profit health systems in the Greater New York area. Our client offers a range of health care services and health plans.
This is a temporary position with an opportunity to go permanent for the ideal candidate! We are seeking bilingual (Spanish or Russian) candidates for Member Services and non-bilingual candidates for Managed Care!
Pay rate is $17 per hour! 9-5pm!
Position Overview: Responds to member and provider inquires and requests concerning benefits, claims and complaints within a call center environment in order to ensure high quality customer service to members and providers.
Qualifications: Education High School Diploma required. Associate-s/ Bachelor-s Degree preferred.
Experience 3-4 years of experience in customer service in a healthcare environment. Prior experience in one or more of the following: Medicare, Medicaid, health insurance, geriatric population and or utilization/care management process is preferred. Experience in a call center setting.
Interdepartmental communication system and phone system
Excellent verbal, communication and active listening skills
Ability to identify and resolve problems
Ability to work independently
Excellent time management and organizational skills
Assess member/provider needs, identifies changes and refer appropriately
Proficient in handling high volume of calls and type at least 40 wpm.
- Customer Service: Strives to provide the best customer service at all times to internal and external customers
- Communication: Utilizes appropriate communication methods to ensure information is efficiently and effectively delivered and received
- Collaboration/Cooperation: Works well with others and takes actions that are most appropriate for achieving departmental and organization goals
- Dependability/Accountability: Meets productivity, attendance and punctuality standards
- Professionalism: Demonstrates MJHS core values, adheres to the MJHS Code of Conduct and Standards of Conduct
Receives calls from members and providers as appropriate.
Responds to customers complaints and grievances
Receive requests for adjustments on claim issues.
Processing of Correspondence, Faxes and Callbacks.
Assign/Change Primary Care Physician (PCP) appropriately.
Processes ID and OTC card replacement
Answers a minimum of 50 calls per day.
Educates members about the Plan-s benefits.
Provides answers to frequently asked questions.
All calls should be answered in 30 seconds
Required to make outbound calls as needed
Completes all required trainings
Triages calls (ie. medical/case management ) with established protocols appropriately - Adhere to HIPPA regulation and follow procedures appropriately
Escalated calls are properly transferred to supervisor
Ensures information is accurate and complete.
Forward to Appeals and Grievances department when appropriate
Handles same day grievances when applicable
Processes requests for disenrollment and withdrawal
All calls must be documented in phone log
Phone log policy and procedure must be followed at all time
Information collected from callers must be accurate.
Phone log is coded and routed appropriately
Occasionally moves within the offices to access file cabinets, use office machinery, or attend meetings.
Work is frequently performed seated at a desk.
Seldom moves files or boxes weighing up to 30 lbs.
Frequently communicates with co-workers, supervisors, reports, and clients in person, via computer (e-mail), and via telephone
Frequently operates a computer and other office equipment. Mental Demands:
Remains composed in times of stress which may be occasional or frequent.
Constantly expresses oneself with good written and oral communication skills.
Frequently uses analytical skills.
Prioritizes functions and tasks within the department. Working Conditions:
Frequently works in an office environment with minimal exposure to dust, toxins or contagious diseases.
Must be proficient in Word,Excel and be able to type 35 wpm
Have 2 to 3 years call center experienced required
Bilingual Spanish, Russian or Chinese is a plus
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Job ID: US4123MT_27927349
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It all began when William R. Kelly—founder of the temporary staffing industry—established Kelly Services® in 1946. The company's traditional expertise started with office services, call center, light industrial, and electronic assembly staffing. Through the years, we expanded our expertise and established a proven record of successfully matching job seekers to opportunities in disciplines such as science, engineering, law, education, healthcare, IT, and finance. As a Fortune 500® company, Kelly® has evolved into a global workforce solutions leader, making employment connections for nearly half a million people around the world every year. Since our founding, we have embodied the true spirit of social responsibility. Our character and values resonate through our culture. Inherently—through our core business focus—we seek to improve the quality of life for our employees, their families, and their communities, as well as society at large. We embrace the role we play and the value we contribute to society—whether ensuring equal opportunity to employment, promoting safer workplace conditions, advocating for healthcare reform, or adhering to sustainable business practices. Together with our employees and our customers, we will continue to work toward ensuring that our legacy will remain strong for generations to come. For more than 60 years, people have trusted Kelly Services to help them reach their career goals. We are your proven link to employment opportunities that will pave the way for a successful future. Whoever and wherever you are—and with the right skills and attitude—Kelly can help you find a job, expand your career, and build your future.