Customer Support & Operations Coordinator
RAG - RecruitAGraduate
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
- 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
Certifications
High School Diploma
