Continuum Global Solutions

Customer Support

• Support inbound calls from US based members/providers who have questions about their health, wellness, pre-authorizations, copayments, and plans/coverage
• Actively listen to customers to understand their concerns & build a rapport that will make them feel heard and cared for
• Provide essential information to members regarding access to care issues, benefits, proof of coverage, member handbook, etc.
• Guide callers through troubleshooting, navigating self-service options use company sites and/or using products or services
• Utilize client specific knowledge systems to research & review multiple documents to better serve the customer while keeping the customer engaged
• Follow instructions provided through documented processes and procedures to ensure all compliance is met for government audits
• Empathize and resolve concerns to simplify the customer’s healthcare experience
• Navigate through multiple computer applications with speed & accuracy
• Adapt to learn new call types when business needs change & flex support in those areas

Customer Service Representative, Healthcare