Eligibility Screening Services Representative - Onsite

Community Health Systems; Warsaw (IN); On-site; USD 32,000 - 42,000; Full time

Job summary

Community Health Systems in Indiana is seeking an entry-level Eligibility Screening Services Representative to be the first point of contact for customers. The role handles inquiries, resolves issues, and delivers high-quality service across phone, email, and chat while meeting KPIs in a performance-driven environment.

You will work Monday to Friday 8:00 am to 4:30 pm, maintain accurate CRM records, escalate complex issues, and collaborate with other teams to ensure timely resolutions.

Qualifications

• H.S. Diploma or GED required.
• Associate Degree or some college coursework preferred.
• 1-2 years of customer service experience required, preferably in a call center or help desk environment.
• Familiarity with CRM software and customer service tools preferred.

Responsibilities

• Responds to customer inquiries via phone, email, chat, or other channels with accurate information.
• Clarifies and resolves customer issues by identifying needs and root causes.
• Escalates complex issues to appropriate teams and follows up.
• Provides triage support for common platform and back-office issues.
• Documents all interactions in the CRM system with detailed records.

Skills

Verbal communication

Written communication

Multi-tasking

Problem solving

Teamwork

Education

HS Diploma or GED

Associate degree or some college

Tools

CRM software

Job description

Job Summary

The schedule for this position is Monday- Friday 8:00 am - 4:30 pm. The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

Essential Functions

• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required
• Associate Degree or some college coursework in a related field preferred
• 1-2 years of customer service experience required, preferably in a call center or help desk environment required
• Familiarity with CRM software and customer service tools preferred

Knowledge, Skills And Abilities

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
• Excellent problem-solving and critical-thinking abilities.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Detail-oriented with a strong focus on accuracy and quality.
• Demonstrated ability to work independently and as part of a team.
• Strong interpersonal skills and the ability to build rapport with customers and colleagues.