Customer Care Rep II - Fully Remote!

SKYGEN USA; United States; Remote; USD 25,000 - 30,000; Full time

Benefits offered by this job

Fully remote

Job summary

SKYGEN USA is hiring a Customer Service Representative for a fully remote position in the United States. Training runs 8:00am – 4:30pm CST for 12 weeks, with daily shifts from 7:00am to 10:00pm CST thereafter.

Candidates should have strong empathy, problem-solving skills, and the ability to provide excellent customer experiences while handling dental and vision benefits information. The role offers growth opportunities in a supportive environment, with occasional evenings, weekends, and holidays

Qualifications

• Basic knowledge of Microsoft Office (Word, Excel, Outlook).
• Excellent listening and communication skills.
• Superior customer service and empathy.
• Strong data entry and typing skills.
• Ability to multi-task and maintain attention to detail.

Responsibilities

• Serve Dental and Vision inbound callers with eligibility, benefits, authorizations, claims, and provider search.
• Explain claim adjustments and resubmission processes to resolve provider requests.
• Provide feedback on high-level claim issues to ensure prompt resolutions.
• Support enrollment activities including assigning primary care providers and updating insurance information.
• Act as liaison between our organization and Member Services to resolve eligibility, appeals, and grievances.
• Notify providers about credentialing status and respond to their questions.

Skills

MS Office

Active listening

Customer service

Empathy

Data entry

Typing

Multitasking

Attention to detail

Critical thinking

Education

High school diploma

Job description

Job Description

Important things YOU should know:

Fully remote opportunity

Training schedule 8:00am - 4:30pm Monday - Friday CST for the 1st 12 weeks

Work schedule (after training): Multiple opportunities available with ranging start times from 7:00am CST to 10:30am CST Mon - Fri.

Hours of operation: 7:00am - 10:00pm CST Monday - Friday so shift could flex based on business need

$2.00/hour differential on Mon/Tues

Occasional evenings, weekends and holidays possible during Annual Medicare Open Enrollment: 10/1 - 3/31

Exceptional professional growth in a fun rewarding environment

Experience with Dental or Health insurance a preferred plus

What will YOU be doing for us?

Our Customer Service Representatives must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer - always taking the time to patiently listen and understand their questions to help find a viable solution, while providing them with a memorable customer experience.

What will YOU be working on every day?

• Servicing our Dental and Vision inbound callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area,
• Utilize knowledge of claim adjustments and resubmission processes to determine appropriate resolution to provider requests.
• Provide feedback to Provider Relations staff on high-level claim issues including but not limited to issues with reimbursement schedules or conflicting information to ensure providers receive a prompt resolution.
• Support enrollment activities including but not limited to assigning primary care providers, and updating third party insurance information.
• Act as liaison between our organization and the client's Member Services staff to resolve issues such as eligibility and filing appeals and grievances.
• Provide updates to providers with questions regarding the status of their credentialing application.
• Recognize provider questions that could be handled through the use of the provider web portal and provide education to these callers on the benefits of utilizing the technology available.
• Ensure all calls are answered according to company and client guidelines.
• Accurately document call information and resolution in our internal systems.
• Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported.
• Properly identify issues that need to be escalated appropriately to the leadership team.

Additional Responsibilities:

• Provide recommendations on system enhancements and process improvements to management.
• Keep our Provider Relations team updated with provider manual discrepancies, change in locations or any other provider related issues.
• Participate in departmental projects when applicable.

What qualifications do YOU need to have to be GOOD candidate?

Required Level of Education, Licenses, and/or Certificates

High school diploma or equivalent.

Required Level of Experience

1+ years of job related customer service experience within industries such as healthcare, call center, banking or retail.

Required Knowledge, Skills, and Abilities

• Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook.
• Ability to work occasional overtime as needed.
• Excellent listening and communication skills.
• Superior customer service skills including the natural ability to provide empathy.
• Strong data entry/typing skills.
• Strong navigation skills and the ability to multi-task.
• Excellent attention to detail.
• Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions.