Customer Experience Representative
ComPsych
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
- Allow the caller to express their needs, concerns, and questions without interruption
- Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
- Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
- Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times. Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
- Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
- Document the call efficiently with detail into software database
- Identify and research claim errors and appropriately send written adjustments to the Claims Department
- Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
- Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
- Other duties as assigned
Requirements
- High School Diploma required
- Bi-lingual Spanish preferred
- Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
- Knowledge of CPT/ICD-9 preferred
- Stable work history required
- Computer literacy in Microsoft Office Suite required
Benefits
- Full benefits package, including Paid Time Off (PTO)
- medical
- dental
- vision
- 401(k) with match
- robust EAP
- wellness program
- and much more
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
CPTICD-9customer servicecall center experienceinsurance knowledgebenefits knowledgehealthcare knowledgehuman resources knowledgecomputer literacyMicrosoft Office Suite
Soft skills
effective listeningempathycommunicationproblem-solvingrelationship buildingteam collaborationprofessionalismconcisenessattention to detailcustomer focus