Multiple Opportunities - Call Center Associates

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Operations
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ConnectiCare
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Summary of Job: To provide high quality service to ConnectiCare members, acting as a customer advocate in providing high quality, accurate, concise, proficient and professional assistance.

 
Responsibilities:
  • Receives and responds to inquiries/issues from members, regarding benefits, coverage, payment, coding and health service policies and procedures. 
  • Simultaneously log all inquiries in call tracking system accurately with content and description of question/issue and resolution.
  • Collaborates with all departments throughout the organization to identify issues or areas of concern for members. 
  • Researches and analyzes recurring trends, problems and complaints to determine root cause; recommends solutions and/or resolutions.
  • Provides instruction/education to members, ConnectiCare Policies and Procedures.
  • Follows through with callers when inquiries/issues cannot be resolved on first contact.
  • Displays a positive attitude and embraces our call center vision to be member focused.
  • Performs other related projects and duties as assigned.
Qualifications:
  • Post High School education/training or equivalent combination of education and experience
  • At least 2 year’s of previous customer service experience, highly desired in a medical environment or call center environment
  • Knowledge medical terminology and coding strongly preferred
  • Excellent oral, written and interpersonal communication skills required
  • Previous system user experience in a fast paced highly automated environment required
  • Strong PC skills required
  • Demonstrated organizational and problem solving skills
  • Excellent telephone manner; ability to handle high call volumes efficiently and courteously
  • Ability to perform in office environment with extended periods of sitting, using telephone, viewing computer screens, standing, reaching, lifting files, binders, computer reports
  • Bi-lingual Spanish speaking desired
Essential Job Requirements:
  • Primarily sedentary 
  • Must be able to use standard office equipment.

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