Cust Care Rep I
Posting ID: JP-002181085
• These will all be handling incoming member calls
• These are group employer health care plans
• Calls about eligibility, benefits, claims, etc.
• Will also field calls around claims and do general claims research
• Outreach for changing doctor information
• The focus is issue resolution
• The job is to answer the question and resolve the issue
• Average number of calls vary, 20-50 on average per day, but they do not focus on quantity they focus on quality of each call and being able to multi-task. These are complex calls.
Training is divided into 3 main phases: onboarding-Anthem history, compliance, system access, Classroom Instruction-presented virtually, health insurance basis. May vary slightly for the specific classes. Structured side by sides. In class call taking. Tenured associates provide real life perspective and experience. Nesting is the third phase where they will take calls with a high level of support. They will also have debriefing and coaching time during this phase. This is about 5-7 weeks.
• At least two weeks prior to completing training shifts will be assigned based on business need. 8hr shift M-F from 9am-8pm) – no weekends as of now, but that could change
Additional job description:
Responds to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Analyzes problems and provides information/solutions. Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database. Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues. Provides external and internal customers with requested information. Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature. Uses computerized systems for tracking, information gathering and troubleshooting. Requires limited knowledge of company services, products, insurance benefits, provider contracts and claims. Seeks, understands and responds to the needs and expectations of internal and external customers. Required to meet department goals. Requires a HS diploma or equivalent; up to 1 year of previous experience in an automated customer service environment; or any combination of education and experience, which would provide an equivalent experience.
customer care, customer service, Call center, Data entry, Csr, Barista, Service, Health insurance, Medical terminology, Inbound call, Microsoft, Medicare, Medicaid, Microsoft office
Top Skills Details:
customer care,customer service
Additional Skills & Qualifications:
Requires a HS diploma or equivalent
1 year of previous experience in an automated customer service environment
combination of education and experience, which would provide an equivalent experience.
**If candidates have solid computer experience and score a 4 on the shaker they are still offering them!
Nice to have:
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Recruiter: Carsen Alley