Call Center Representative II

Insight Global; Burbank (CA); On-site; USD 42,000 - 62,000; Full time

Job summary

Insight Global is seeking a Rep II to answer inbound calls for the Plan Office and serve as the primary information source for Participants and Plans. The role emphasizes delivering excellent customer service and accurate documentation of interactions.

The ideal candidate has 1+ years in customer service, familiarity with CPT/ICD9/HCPCS, medical terminology, and strong communication, typing, and computer skills.

Qualifications

• College education or higher is required.
• At least 1 year in a customer service role.
• Knowledge of CPT, ICD9, HCPCS codes and COB rules.
• Familiar with medical terminology.
• Excellent written and verbal communication skills.
• Strong typing and math skills.
• Proficient in Microsoft Outlook, Word and Excel.
• Able to meet production and quality goals under deadlines.
• Ability to multitask and document calls accurately.
• Maintain confidentiality and build collaborative relationships.

Responsibilities

• Answer inbound calls and inquiries for the Plan Office.
• Be the primary information source for Participants and communication with Plans.
• Provide excellent customer service and resolve issues.
• Document caller information and actions in the Plan system.
• Support team targets with flexibility and adaptability.

Skills

Customer service experience

Medical terminology

Communication skills

Typing skills

Microsoft Outlook

Microsoft Word

Excel

Time management

Confidentiality

Multitasking

Team collaboration

Education

College education or better

Tools

Plan system applications

CRM software

EHR systems

Job description

Job Description

The Rep II will be responsible for answering all of the incoming calls and inquiries for the Plan Office and is theprimary source of general information as well as the Participant’s key to communication with the Plans. As theParticipants’ first point of contact and often the primary source of information, the Service Representativecontributes to the excellent customer service the Plan office strives to provide.

Skills and Requirements

• College education or better
• 1+ years in a customer service position in customer-centric organizationPlan benefits and limitations
• CPT, ICD9, HCPCS codes, and COB rules.
• Medical terminology
• Excellent written and verbal communication skills
• Strong typing skills
• Good math skills3
• Excellent PC Computer skills, specifically in Microsoft Outlook, Word, and Excel
• Ability to meet production and quality goals
• Ability to work under time constraints and meet deadlines
• Ability to work with direct supervision
• Ability to multitask, including documenting the system during a call
• Ability to maintain confidentiality
• Build collaborative relationships
• Be flexible and adaptable to support team targets
• Ability to manage all callers and situations in a professional, tactful, and courteous manner
• Ability to quickly acquire the knowledge of the Plan’s various retirement, health plans and otherinsurance plans
• Ability to quickly acquire the knowledge to use a variety of Plan system applications
• Ability to listen and ascertain the needs of the caller
• Ability to handle multiple interruptions and adjustments to priorities throughout the da- entertainment or health plan experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [e-mail].