Call Center Agent
Job Description
Job Description
Description :
8 : 00 a.m. - 6 : 00 p.m.
Job Description :
Manage large volumes of inbound calls concerning premium payments, health
coverage, and general Medicaid program information. Identify the customer’s
needs, clarify information, research every issue, and provide response in a
timely manner. Follow communication scripts and other documented
procedures when handling different topics. Meet personal / team production and
quality targets to exceed contract required response times for the call center.
Perform other duties as required based on business needs.
Requirements : Qualifications :
Qualifications :
Call center experience as well as previous experience in customer service,
health coverage, or health care claim billing procedures
- Strong verbal communication skills
- Excellent attendance record
- Knowledge of general insurance billing procedures
- Ability to learn quickly with attention to detail
- Proper grammar usage both written and verbal
Job Specific Skills / Essential Functions :
- Previous experience in a customer support role
- Knowledge of receiving and processing payment information
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Ability to analyze requests and resolve inquiries by following established
guidelines for gathering data and routing requests to the appropriate area
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities, and manage time effectively
- Ability to project a positive attitude and a high degree of self-confidence
- High school diploma
Note : Customer Assistance Call Center Training
- The training itself will take approximately 3 to 4 weeks.
- This includes instructor led training, learning modules completed on the computer and mentoring with an experienced agent.
Training will occur on-site at our offices and remotely from resources home office environment.
- There are knowledge checks completed during the training and an assessment given at the end of the training (a 90% score is needed to pass)
- The hours during training are from 8 : 30AM to 5 : 00PM.
- The regular work shifts we are hiring for are during the hours of 8 : 00AM to 6 : 00PM (Monday Friday).
New staff will be given 2 weeks’ notice before being transitioned from the training schedule to their regular assigned shift.
These roles will be a hybrid work schedule of remote & onsite on-going.
Candidates selected will need to be in attendance daily at the required start time for the entire duration of the training period.
Any pre-planned appointments / vacations / time away should be avoided / rescheduled during training.
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