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Teleperformance

Call Center / Customer Service Representative Needed

Teleperformance
Chicago, Illinois, United States


Date Posted: 08/19/2017
Categories: Customer Service
Job Type: Full-Time

Job Description:

We are seeking a Customer Service Representative to join our team! You will be responsible for helping customers by providing product and service information and resolving technical issues. This position is responsible for assisting Members, Providers and Clients with accurate, timely and responsive replies and resolutions regarding Client Health Plans claims, benefits, provider issues, and enrollment and billing inquires.

 

Responsibilities:


Handle customer inquiries and complaints

Provide information about the products and services

Troubleshoot and resolve product issues and concerns

Document and update customer records based on interactions

Develop and maintain a knowledge base of the evolving products and services

Interact with Provider Relations, Utilization Management and Client Services daily to make appropriate determinations based on the call received

Prepare appropriate documentation in company call tracking system on incoming telephone calls

100 % documentation of calls

95% overall quality which includes technical skills and telephone etiquette

70% availability time ( this means 70% of the day the CSR is available to handle incoming calls)

Handle 60 or more calls a day

30% or less calls placed on hold

 

Qualifications:


Previous experience in customer service, sales, or other related fields

Ability to build rapport with clients

Ability to prioritize and multitask

Positive and professional demeanor

Excellent written and verbal communication skills

High School Diploma required

1-2 years previous customer service experience required, preferably in a managed Care/healthcare environment.

Experience working a call center a plus

Prior knowledge of managed care benefit plans, design and medical terminology and/or medical billing and coding a plus.