Customer Service Advocate I job at OpTech, LLC

Remote; Deutschland; Remote; EUR 40.000 - 60.000; Vollzeit

Zusammenfassung

A woman-owned company is hiring a Customer Service Advocate I to resolve inquiries for members and providers. This entry-level role focuses on customer service and requires skills in problem-solving and communication. Benefits include health insurance, 401K, and flexible work options. The position requires a high school diploma or GED and offers training opportunities.

Leistungen

Unlimited or Flexible PTO

Health Insurance

Dental Insurance

Retirement Savings

Career Development

Qualifikationen

• Entry-level position typically requiring little or no previous experience.
• Experience interacting and multitasking using multiple systems and programs simultaneously preferred.

Aufgaben

• Resolves inquiries, issues, or concerns for members and/or providers.
• Provides customer service via phone, live chats, and emails.
• Documents all member or provider information for quality tracking.

Kenntnisse

Call Center

Customer Service Experience

Problem Solving Skills

Ausbildung

High School diploma or GED

Tools

Word

Excel

Outlook

Teams

Jobbeschreibung

We're sorry, the employer did not include education information for this job.

We're sorry, the employer did not include salary information for this job.

Unlimited or Flexible PTO, Health Insurance, Dental Insurance, Retirement Savings, Career Development

About the Role

Title: Customer Service Advocate I

Administrator

Contract to Direct

Job Title:Customer Service Advocate I

Why work at OpTech?
OpTech is a woman-owned company that values your ideas, encourages your growth, and always has your back. When you work at OpTech, not only do you get health and dental benefits on the first day of employment, but you also have training opportunities, flexible/remote work options, growth opportunities, 401K and competitive pay. Apply today! To view our complete list of openings,

POSITION PURPOSE:

• This will be a Customer Service Advocate I position with Our Client, a part of their Contact Center.
• You will serve as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers.
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.
• The calls you’ll assist with as the front-line staff taking member calls can vary including of PCP changes, primary care providers changes, ID Card Requests, Authorization Lookups, Pharmacy Requests, Demographic Updates to give some examples.

RESPONSIBILIITIES:

• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints
• Previously known as Customer Service Representative or Call Center Representative
• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Serves as the front-line resolution advocate on various member and/or provider inquiries, requests, or concerns
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
  Performs other duties as assigned
• Complies with all policies and standards’

Typical Day:

• SC will have a caseload and work assigned tasks
• SC will complete H2060 assessment
• SC will fill put required forms for each assessment
• SC will make follow up calls

QUALIFICATIONS:

Top 3 Must-Have Hard Skills:

• Call Center
• Customer Service Experience
• Problem Solving Skills

Other Must Haves:

• Basic understanding of Word, Excel, Outlook and Teams

Nice to haves:

• Ability to work with 4 or more systems simultaneously

Additional Qualities:

• Intermediate computer skills, being able to toggle between multiple different applications using mouse, data entry skills
• Metrics are based on following our process and quality of the overall call including average hold time, greeting customers, etc.
• This also includes following assigned schedule, average handle time, hold time.

Education/Experience:

• Requires a High School diploma or GED
• Entry-level position typically requiring little or no previous experience
• Or equivalent experience acquired through accomplishments of applicable knowledge, duties, scope and skill reflective of the level of this position
• Experience interacting and multitasking using multiple systems and programs simultaneously preferred

OpTech is an equal opportunity employer and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, status as a parent, disability, age, veteran status, or other characteristics as defined by federal, state or local laws.