Customer Service Representative

MagnaCare; United States; Remote; USD 36,000 - 48,000; Full time

Job summary

MagnaCare is seeking a fully remote Customer Service Representative to assist members, physicians, hospitals, and other healthcare providers with benefits, eligibility, claims inquiry, reconsiderations, and appeals. This is a remote position.

You will greet customers, listen to needs, provide solutions, educate, and update files while collaborating with teams to ensure timely responses and high-quality service.

Qualifications

• High school diploma required; some college preferred.
• Basic computer operations knowledge required.
• Strong customer service orientation and dependable with attention to detail.

Responsibilities

• Greet customers professionally using procedures.
• Listen to customer needs and offer solutions.
• Educate customer and confirm understanding of the solution.
• Prepare accurate work and update customer file.
• Communicate with teams to ensure timely handling of requests.
• Transfer misdirected requests to the appropriate party.
• Contribute ideas to resolve problems and improve productivity.
• Handle non-standard issues requiring clarification.
• Support call center functions and projects as directed by management.
• Balance caller demands with program quality, handle time, and productivity.
• Use appropriate verbiage to match caller understanding of MagnaCare processes.
• Proactively educate caller and validate understanding before ending the call.

Skills

Customer service

Attention to detail

Problem solving

Flexibility

Active listening

Communication

Education

High school diploma

Some college or business school

Tools

Microsoft Office

Job description

About The Role

MagnaCare is seeking a fully remote Customer Service Representatives to assist members, physicians, hospitals, and other healthcare providers with member benefits, eligibility, claims inquiry, claim reconsiderations and appeals. This is a remote position.

Primary Responsibilities

• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
• Listen attentively to customer needs and concerns; demonstrate empathy and offer solutions.
• Confirm customer understanding of the solution and provide additional customer education as needed.
• Prepare complete and accurate work and update customer file.
• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
• Effectively transfer misdirected customer requests to an appropriate party.
• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
• Perform other call center functions and support projects as directed by the management.
• Balancing the demands of the caller with program requirements for quality, average handle time, and productivity.
• Use appropriate verbiage and level of detail to formulate and adapt the response to the level of understanding the caller has about the MagnaCare processes and specific plan details.
• Calls will require the CSR to proactively educate the caller and validate understanding before completing the call.

Essential Qualifications

• High School diploma.
• Some college or business school education is a plus.
• Knowledge of basic computer operations.
• Intermediate knowledge of Microsoft Office and email writing.
• Knowledge of CPT codes, ICD-9. Ability to learn quickly.
• Courteous with strong customer service orientation.
• Dependable with proficient attention to detail.
• Good listening and responding skills.
• Must be flexible with the ability to adapt to changes quickly and think conceptually.
• Solid problem-solving skills.
• Excellent attendance, punctuality and work record required.