Healthcare Customer Service Representative

Jobtailor; Deutschland; Remote; EUR 28.000 - 36.000; Vollzeit

Zusammenfassung

Jobtailor is seeking a customer-focused healthcare call center agent in Germany to handle inbound calls from members, answer questions about benefits, and educate customers about products and services. The role requires professionalism and the ability to manage high call volumes.

You will gather information, navigate multiple systems, perform one-call resolution when possible, and contribute to process improvements while meeting performance metrics.

Qualifikationen

• High school diploma or GED is required.
• Ability to pass a drug screen and background check.
• Healthcare background experience is a plus.
• Comfortable with medical terminology.

Aufgaben

• Answer inbound calls from members and address questions about healthcare benefits.
• Gather customer information and assess needs to educate on products and services.
• Navigate multiple systems to document interactions and resolve issues.
• Aim for one-call resolution and escalate when needed.
• Meet or exceed performance metrics and maintain attendance requirements.

Kenntnisse

Customer service

Healthcare background

Analytical skills

Strong communication

Team player

Ausbildung

High School Diploma or GED

Tools

Multiple systems navigation

Wired Ethernet connection

Jobbeschreibung

• Answer inbound phone calls for clients' healthcare members
• Answer questions related to healthcare benefits
• Professionally handle a high volume of incoming calls
• Gather customer information, assess and fulfill customer needs, and educate customers about products and services where applicable
• Utilize and navigate multiple systems simultaneously
• Resolve customer issues using one-call resolution guidelines and/or escalation processes
• Meet or exceed company and client performance metrics
• Balance company policy and client benefit in decision-making
• Identify opportunities for process improvements that positively impact the client and customers
• Complete call disposition and compile and document customer information as required
• Accept and embrace changes within the business environment
• Work weekends and holidays as needed

Requirements

• High school diploma or GED
• Ability to pass a drug screen and background check
• Healthcare background experience is a plus
• Comfortable with medical terminology
• Dedicated work area free from distractions and background noises
• Wired Ethernet internet connection with 50 Mb/s download and 10 Mb/s upload speeds; wireless access is not permitted
• DSL, cable, or fiber optic broadband internet service; satellite, microwave, and cellular hotspot services are not permitted
• Demonstrated passion for excellence in treating and caring for customers, especially senior citizens
• Strong decision-making and analytical abilities
• Ability to identify customer needs and articulate products and services
• Schedule flexibility for weekends, evenings, possible holidays, and occasional overtime
• Highly developed sense of integrity and commitment to customer satisfaction
• Meet all attendance and dependability requirements
• Be a team player
• Must purchase a headset; specific models shared during interview

Core Competencies

Demonstrates strong customer service skills with a focus on healthcare benefits, utilizing effective communication and decision-making abilities to meet client needs. Proficient in navigating multiple systems and adapting to changes in a fast-paced environment.

Highest-signal resume keywords

• Customer Service Excellence
• Healthcare Background Experience
• Strong Decision-Making Abilities
• Analytical Skills
• Medical Terminology Proficiency

Hard Skills

• Call Disposition
• Customer Needs Assessment
• One-Call Resolution
• Process Improvement Identification
• Documentation Skills

Soft Skills

• Integrity
• Commitment to Customer Satisfaction
• Team Player
• Schedule Flexibility

Certifications & Qualifications

• High School Diploma or GED

Industry Keywords

• Healthcare Benefits
• Customer Information Gathering
• Inbound Call Handling
• Performance Metrics
• Senior Citizen Care

Tools & Technologies

• Multiple Systems Navigation
• Wired Ethernet Internet Connection