Customer Service Representative

Representative will work directly with the members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventative screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertaining to them. Daily duties include:

· conducting research on each case, reaching out to the physician's office, making out bound calls to our members, and fielding incoming calls from members

· track and communicate system errors in an expediential and thorough manner

· Self-report metrics successfully and regularly

· Take requests for care management from patients, physician offices or imaging centers

· Research issues regarding the certification process and forward to the appropriate parties.

· Delivers basic technical, administrative, or operative Customer Service tasks.

· Performs simple data entry, sorts requests, and maintains files.

· Understands simple instructions and procedures.

· Performs Customer Service duties under direct instruction and close supervision.

· Work is allocated on a day-to-day or task-by-task basis with clear instructions.

· Entry point into professional roles.

Delivers basic technical, administrative, or operative Customer Service tasks. Performs simple data entry, sorts requests, and maintains files. Understands simple instructions and procedures. Performs Customer Service duties under direct instruction and close supervision. Work is allocated on a day-to-day or task-by-task basis with clear instructions. Entry point into professional roles.

For our Consumer Engagement Preventive care program, these representatives duties include reaching out to members for various health plans to inform them of their eligible cancer screenings/wellness visits, while also scheduling their appointments. The function of this program is to speak with our members to inform them of their yearly mammogram, yearly cervical cancer screening, Colonoscopy and/or annual wellness visit. The representative will schedule their appointments and confirm the procedure was performed. Agents will be making outbound calls through an automated dialer, manual outbound calls as well as receiving inbound calls from the member.

Skills

Connect with an average of 50-80 inbound and outbound callers per day, including members and physician's offices.

Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.

Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.

Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.

Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.

Ability to be empathetic understanding that we are dealing with sensitive content with our members.

· Build rapport with members, providing a full concierge service that includes everything from assistance with selecting the proper treatment locations.

· Utilize the script pathway to educate members on facilities, screening options, and alternative treatments, and ask follow-up questions to determine their best options.

· Meet or exceed performance metrics related to scheduling appointments and appointment confirmations.

· Consistently multitask and conduct research on each case, toggling through various applications on multiple screens.

· Ability to be empathetic understanding that we are dealing with sensitive content with our members.

Minimum Experience required:

· 1+ year previous experience in a contact center setting on outbound calls or dialer experience ideally preferred, and or telephonic sales experience

· phone skills

· computer skills

· basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills

· Must be able to type more than 30 words per minute

· Customer Service Skills (history of customer service exp) preferred

Non-negotiable skills:

·
must have basic computer understanding/skills