Field Service Technician, Controls
NOV
Customer Advocate I
U.S. Department of Labor
full-time
Posted on:
Origin: • 🇺🇸 United States • Kansas
Visit company websiteJob Level
JuniorMid-Level
About the role
- Responds to inquiries from members, dependents, hospitals, providers, attorneys and agents; interprets multiple contracts in response to benefit and claim inquiries. Researches membership database and billing history to resolve membership issues. Provides a high degree of customer service including receiving and responding to telephone calls, letters or walk-in customers. Educates and works with members at different health literacy levels with cultural sensitivity. Enters record of inquiries and related correspondence in computerized tracking system. Researches applicable medical policy and corporate, divisional, and department policies and procedures. Utilizes information, claims data, and membership records to resolve issues independently or with minimal assistance, when possible within first call Fully responsible for proactively maintaining knowledge based (i.e. start-up notes, emails, Blue Help updates, etc.) Maintains confidentiality of all regulated information in compliance with state and federal laws. Exemplifies professionalism by effectively using proper grammar and spelling when composing verbal and written correspondence that is customer centric, compliant, and adapted to audience. Recognizes trends or common issues and raises to leadership as necessary. Provides solution options as appropriate. Recognizes and uses time management techniques appropriately to manage competing projects and priorities to meet customer needs and deliver on commitments in a timely manner. Delivers positive customer and member experience on a consistent basis For FEP positions must complete additional FEP training program for FEP system and procedures. Provides resolution with a service level that ensures members and customers feel valued and understood
Requirements
- High school diploma or general education degree (GED). 2 years of previous customer service, member services, or claims processing experience; or any combination of required education and experience Advanced Keyboarding Knowledge Intermediate knowledge of Microsoft Office Preferred Qualifications Associates degree from college or technical school. Previous experience with on-line customer service applications Medical terminology and ICD/CPT coding knowledge Experience taking Blue KC member calls
