Introduction to Health First Health Plans
Health First Health Plans is a leading healthcare organization dedicated to providing high-quality, patient-centered care to its members. With a strong commitment to excellence and a passion for delivering exceptional customer experiences, we are seeking a talented and compassionate Customer Service Associate to join our team. As a remote call center representative, you will play a vital role in ensuring that our members receive the support and guidance they need to navigate our health plans and services.
Job Overview
In this per diem remote opportunity, you will serve as a liaison in our Call Center, responding to customer inquiries, resolving issues, and providing accurate and professional service to our members. Your success in this role will be measured by your ability to effectively communicate, use resources, manage time, and solve problems in a professional manner, all while working collaboratively with our team to meet common goals.
Primary Accountabilities
As a Customer Service Associate, your primary responsibilities will include:
- Quality/No Harm: Properly identifying and elevating concerns that affect customers or our ability to serve them, providing accurate and professional service, attending training sessions, and maintaining confidentiality at all times.
- Customer Experience: Responding to customer inquiries, researching and documenting plan information, assisting members in a caring and knowledgeable manner, and handling incoming sales inquiries from prospective customers.
- Stewardship: Meeting individual Call Center performance standards, properly identifying and elevating concerns, and participating in special projects as requested or approved by management.
Key Responsibilities
Some of the key responsibilities of this role include:
- Responding to customer inquiries via phone, email, or chat, and resolving issues in a timely and professional manner.
- Researching and documenting plan information related to covered benefits, exclusions, eligibility, enrollment, and disenrollment.
- Assisting members with claims payments, authorization processes, premium billing, and plan guidelines.
- Providing assistance with customer service walk-in members in a timely and efficient manner.
- Meeting individual Call Center performance standards, including average speed of answer, service level, and abandonment rate.
Qualifications and Requirements
To be successful in this role, you will need:
- A High School diploma, G.E.D., or equivalent experience, with some college preferred.
- At least one year of related work experience in a call center or customer service environment, interacting with customers.
- Ability to work the designated shift and overtime as needed, with flexibility to adapt to changing schedules and priorities.
- Excellent communication and multitasking skills, with the ability to talk and type at the same time, navigate multiple screens and computer applications, and accurately type 45 words per minute while speaking with a customer on the phone.
- Intermediate to Advanced computer skills, including Microsoft Applications, with the ability to learn new systems and technologies quickly.
- Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English, with certification required by passing a Bi-lingual/Medical Interpretation test.
Essential Skills and Competencies
In addition to the qualifications and requirements listed above, you will need:
- Excellent verbal, interpersonal, and written communication skills, with the ability to actively listen and respond to customer inquiries in a professional and empathetic manner.
- Superior customer service telephone skills, including active listening and questioning skills, with the ability to de-escalate conflicts and resolve issues in a timely and professional manner.
- Basic math, analytical, and problem-solving skills, with the ability to think critically and define issues, identify risks, and propose outcomes.
- Ability to maintain a high level of motivation, initiative, and accountability, with a strong focus on delivering exceptional customer experiences and meeting performance goals.
- Organization, prioritization, and time management skills, with the ability to handle multiple tasks, often within limited time frames, and adapt to changing priorities and schedules.
Career Growth Opportunities and Learning Benefits
At Health First Health Plans, we are committed to supporting the growth and development of our employees. As a Customer Service Associate, you will have access to:
- Comprehensive training programs, including onboarding, ongoing coaching, and professional development opportunities.
- Opportunities for advancement and career growth, with a focus on promoting from within and developing our employees' skills and expertise.
- A collaborative and supportive work environment, with a strong focus on teamwork, communication, and mutual respect.
- Access to cutting-edge technology and systems, with ongoing training and support to ensure that you have the tools and resources you need to succeed.
Work Environment and Company Culture
At Health First Health Plans, we are proud of our company culture and work environment. As a Customer Service Associate, you can expect:
- A fast-paced and dynamic work environment, with a focus on delivering exceptional customer experiences and meeting performance goals.
- A collaborative and supportive team, with a strong focus on teamwork, communication, and mutual respect.
- A commitment to diversity, equity, and inclusion, with a focus on creating a welcoming and inclusive work environment for all employees.
- A strong focus on employee well-being, with access to wellness programs, employee assistance programs, and other resources to support your physical and mental health.
Compensation, Perks, and Benefits
As a Customer Service Associate at Health First Health Plans, you can expect:
- Competitive compensation and benefits package, with opportunities for advancement and career growth.
- Comprehensive benefits package, including medical, dental, and vision coverage, as well as retirement savings and other perks.
- Opportunities for professional development and growth, with access to training programs, coaching, and mentoring.
- A collaborative and supportive work environment, with a strong focus on teamwork, communication, and mutual respect.
Conclusion
If you are a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Associate at Health First Health Plans, you will have the chance to make a real difference in the lives of our members, while also growing and developing your skills and expertise. Don't miss out on this opportunity to join our team and take your career to the next level. Apply today!
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