Customer Service Representative - Clinical

American Specialty Health Incorporated is seeking a Customer Service Representative to join our Customer Service-Clinical department. The primary function of this position is to answer incoming calls from Providers Members and Health Plans. The calls are focused on assisting callers with a wide range of topics from benefit information to problem resolution. Remote Worker Guidelines

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network (minimum 50 Mbps download and 50 Mbps upload speed.)

Responsibilities

• Receives and responds to incoming telephone calls.

  • Answer incoming calls/chats and outgoing calls in a professional accurate timely and courteous manner.

  • Communicates professionally at all times.

  • Ascertain the nature of the call and record information in the ASH proprietary systems.

  • Look up caller information using proprietary ASH systems and provide information to the caller.

  • Forward logs requiring further research to the appropriate department.

  • Utilize appropriate resources including those online; to provide timely responses.

  • Manage time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely manner.

  • Meet or exceed minimum key job accountabilities established for the Customer Service Representative position.

  • Maintains safe secure and healthy work environment by following all legal and compliance requirements.

  • Complete all ASH and CSS trainings timely.

• Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel.

  • Responds to requests for internal and external customers and/or clients as required.

• Performs other duties as assigned.

• Complies with all policies and standards.

Qualifications

• High School Diploma or GED certificate required.

• 1 year experience performing customer service duties; inbound call center experience preferred.

• Basic computer skills.

• Strong verbal communication skills.

• Ability to utilize and maneuver in multiple systems during a single interaction.

Core Competencies

• Demonstrated ability to interact in a positive respectful manner and establish and maintain cooperative working relationships.

• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.

• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.

• Ability to effectively organize prioritize multi-task and manage time.

• Demonstrated accuracy and productivity in a changing environment with constant interruptions.

• Demonstrated ability to analyze information problems issues situations and procedures to develop effective solutions.

• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary able to sit for long periods of time.

Physical Requirements

• Ability to see speak and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone computer keyboard and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy childbirth related medical conditions breastfeeding and reproductive health decision-making) gender gender identity gender expression race color religion (including religious dress and grooming practices) creed national origin citizenship ancestry physical or mental disability legally-protected medical condition marital status age sexual orientation genetic information military or veteran status political affiliation or any other basis protected by applicable local federal or state law. Please view Equal Employment Opportunity Posters provided by OFCCP here . If you are a qualified individual with a disability or a disabled veteran you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation contact our Human Resources Department at (800) 848-3555 x6702. ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about discussed or disclosed their own pay or the pay of another employee or applicant. However employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information unless the disclosure is (a) in response to a formal complaint or charge (b) in furtherance of an investigation proceeding hearing or action including an investigation conducted by the employer or (c) consistent with the Company's legal duty to furnish information.

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