Associate

Firstsource; Louisville (KY); Remote; USD 32,000 - 42,000; Full time

Job summary

Firstsource is seeking a Work From Home Customer Service Call Center Representative to handle member inquiries, document interactions and resolve complex issues related to health plan benefits. You will respond empathetically, coordinate with providers as needed, maintain accurate records, and complete required training.

A High School diploma, 2 years of customer service experience, reliable home internet, a private quiet workspace, and a typing speed of 30–35 wpm are expected.

Qualifications

• High School diploma or equivalent required.
• 2 years customer service experience preferred.
• Health insurance experience preferred.
• Internet access with reliable router and private quiet workstation.
• Must have childcare/family-care responsibilities.
• Must have typing speed 30–35 wpm.
• Strong written and verbal communication skills.
• Excellent problem-solving abilities.

Responsibilities

• Handle member inquiries and document all contacts.
• Respond empathetically to complaints about benefits, accounts, payments, and services.
• Coordinate with health plan, medical groups and facilities to resolve issues.
• Record information according to procedures and support call handling goals.
• Complete required training and use tools to recall information.
• Diffuse anger and maintain professionalism within regulatory guidelines.
• Be aware of how performance affects members.
• Be open to feedback and adapt behavior.
• Answer healthcare member/provider inquiries and type into the system.
• Web camera visibility.

Skills

Customer service

Typing speed

Problem solving

Communication

Reading comprehension

Work from home

Attention to detail

Private workstation

Education

High School diploma

Job description

WORK FROM HOME - Customer Service Call Center Representative

Essential Duties and Responsibilities (include but are not limited to):

Be available to handle member inquiries. Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or ques.

* Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.

* Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed. Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

* Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted.

* Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.

* Effectively diffuse anger, tension, and hostility, within regulatory guidelines.

* Maintain awareness of the way performance and actions affect members.

* Be open and receptive to feedback and change behavior to improve performance.

• Be able to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously

*Web camera visibility

Qualifications - External

• Must have Internet to include a router with Ethernet jack for connectivity toPC (Subject to change: FS Guidelines 25down/15 up min; BCBSM Guidelines 50 down/25 up min
• Must have a private workstation to perform your work
• Must have quiet area free from distractions
• Must have childcare/Family care, as you are unable to perform job and take care of child/children or family members

Call center experience preferred.

Health insurance experience

High School diploma or equivalent is required.

2 years customer service experience preferred

Minimum typing speed = 30-35 wpm preferred

Substantial understanding of the job, apply knowledge and skills to complete a wide range of tasks.

Excellent written and verbal skills.

Problem-solving skills.

Basic knowledge of personal computers required

Strong reading comprehension and writing skills

Follow established procedures to meet customer needs.