Customer Service Representative

Independent Health; United States; Hybrid; USD 24,796 - 34,440; Full time

Benefits offered by this job

Paid training

Full range of benefits

Generous paid time off

Job summary

Independent Health is hiring a Customer Service Representative based in Williamsville, NY to provide excellent service to members. Responsibilities include managing inquiries, resolving issues, and maintaining technical knowledge about contracts and benefits.

This position involves paid training and transitions to a hybrid work schedule. The ideal candidate will have a high school diploma, strong communication skills, and a background in customer service. Starting pay is $19 per hour with additional benefits.

Qualifications

• Prior experience in a customer service–focused environment required.
• Excellent written and verbal communication skills.
• Ability to work collaboratively and think critically.

Responsibilities

• Service customers by providing excellent customer service.
• Document all calls accurately and timely.
• Communicate successful resolution of inquiries.

Skills

Communication skills

Problem-solving

Organizational skills

Customer service experience

Education

High school diploma or GED

Tools

Microsoft Office

Job description

Training

Approximately 10 weeks of paid, on‑site training Monday‑Friday, 8:00AM – 4:30PM.

Location

250 Essjay Rd., Williamsville, NY.

Schedule

After training, the role transitions to a hybrid work arrangement. Employees will be assigned a regular shift between 8:00AM and 8:00PM. Occasional overtime may be required, including holidays and weekends, based on business needs.

Pay Rate

$19 per hour.

Overview

The Customer Service Representative (CSR) is responsible for displaying confidence, passion for service, and practicing empathetic listening while connecting to Independent Health members. The CSR actively listens, assesses needs, and utilizes system tools and resources to address and resolve inquiries. The CSR makes appropriate process or regulatory determinations and follows escalation procedures when deemed appropriate. The CSR researches complex issues pertaining to benefits, claims, plans, and eligibility across multiple databases, requiring fluency in computer navigation and toggling while engaging with the member compassionately and respectfully.

Qualifications

• High school diploma or GED required.
• Prior experience and success in a customer service–focused environment required.
• Previous experience working in a call center preferred.
• Knowledge of CPT codes, ICD‑9 coding, and medical terminology preferred.
• Excellent written and verbal communication skills.
• Ability to communicate with internal and external customers effectively and efficiently.
• Ability to work collaboratively and think critically.
• Proficiency in problem‑solving and prioritization.
• Microsoft Office experience required; ability to talk and type simultaneously.
• Strong organizational and time‑management skills.
• Ability to assume responsibility and maintain confidentiality.
• Strong sense of accountability.
• Flexibility to work additional hours as required and to shift assignment as needed.
• Availability to work a shift between 8:00AM and 8:00PM during normal business hours, with occasional weekend or holiday shifts.
• Willingness to meet customers face‑to‑face at alternate locations when business needs require.
• Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative, Accountable.

Responsibilities

Service customers by providing excellent customer service, de‑escalating situations as needed, and relaying accurate and up‑to‑date information on policies and procedures. Communicate successful resolution of inquiries, document all calls accurately and timely, and elevate issues to the appropriate resources per policy and procedure guides. Meet or exceed all quality, productivity, accuracy, and call‑identification goals as stated in the current departmental policy.

Core Knowledge & Training

Maintain technical knowledge regarding Independent Health’s contracts and benefits, and working knowledge of policies, procedures, and updates daily. Attend required training sessions as needed (including remote and onsite learning). Provide accurate and up‑to‑date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standards.

Technology Requirements

Utilize multiple systems and tools to obtain needed information, including claims, enrollment, authorizations, finance, accounts receivable, reference screens, and providers. Determine claim status and whether a claim is adjudicated properly. Make claim adjustments using established criteria.

Immigration & Sponsorship

Immigration or work‑visa sponsorship will not be provided for this position.

Compensation

In addition to base compensation, associates may be eligible for a scorecard incentive, a full range of benefits, and generous paid time off. The base salary range is subject to change and may be modified in the future.

Equal‑Opportunity Employer Statement

Independent Health and its affiliates are an Equal Opportunity / affirmative action employer. We do not discriminate in employment practices based on race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Reasonable accommodation information and additional EEO/AAP information is available. Current associates must apply internally via the Job Hub app.

Accommodation Contact

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans. An applicant for employment in need of an accommodation to participate in the application and recruitment process should contact Human Resources at [e-mail] or Human Resources, 511 Farber Lakes Drive, Williamsville, NY 14221.