Independent Health

Customer Service Representative

Independent Health

full-time

Posted on:

Origin:  • 🇺🇸 United States • New York

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Salary

💰 $19 per hour

Job Level

Mid-LevelSenior

About the role

  • Display confidence, practice empathetic listening, and connect with Independent Health members
  • Actively listen, assess needs, and utilize system tools and resources to address and resolve inquiries
  • Make appropriate process or regulatory determinations and follow escalation procedures as needed
  • Research complex issues pertaining to benefits, claims, plans, and eligibility across multiple databases
  • Confidently navigate multiple computer systems and toggle between screens while engaging with members
  • Document all calls accurately and timely, escalate issues per policy, and meet quality/productivity goals
  • Maintain technical knowledge of contracts and benefits; attend required training sessions
  • Use multiple systems for Claims, Enrollment, Authorizations, Finance, Accounts Receivable, Provider and Reference screens
  • Determine claim status, adjudication correctness, and make claim adjustments using established criteria

Requirements

  • High school diploma or GED required
  • Prior experience and success working in a customer service focused environment required
  • Previous experience working in a call center preferred
  • Knowledge of CPT codes, ICD-9 coding, and medical terminology preferred
  • Excellent written and verbal communication skills
  • Ability to communicate with internal and external customers effectively and efficiently
  • Ability to work collaboratively
  • Ability to think critically and listen with intent to understand
  • Ability to adapt behavior based on constructive feedback to improve job performance
  • Proficient in problem solving and ability to prioritize accordingly
  • Microsoft Office experience required with ability to talk and type simultaneously
  • Proficiency balancing keyboard accuracy with speed and correctly transmitting data
  • Ability to work efficiently while producing excellent customer service experiences
  • Strong organizational and time management skills
  • Ability to assume responsibility and maintain confidentiality
  • Strong sense of accountability
  • Flexibility to work additional hours, varied shifts, weekends and holidays as required
  • Availability to work a shift between 8:00 a.m. and 8:00 p.m.
  • Ability and willingness to meet with customers face to face at alternate locations when business needs require
  • Proven examples of displaying IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable
  • Immigration or work visa sponsorship will not be provided for this position