Customer Service Representative (7/31 Start Date - Remote)

This is a 100% inbound customer service environment, with no cold calling or prospecting required. Medica's Customer Service Representatives are the primary contact for members to resolve service inquiries for claims, enrollment, billing, and pharmacy, as well as interpret contracts and explain benefits. They work telephonically and are responsible for exceptional levels of service satisfaction, providing quality service, and the service recovery process. The service recovery process is critical, and our Customer Service Representatives will utilize this process to assist members in complex situations.

Our customer service department offers a fast-paced and rewarding environment where you will receive 6 weeks of paid training, comprehensive benefits, and a supportive environment that fosters continual growth! Successful Customer Service Representatives build an amazing base of health plan and health claims knowledge that they leverage to be considered for career advancement opportunities throughout the Call Center and other areas of Medica's business.

This class has multiple openings and will start on Monday, July 31st, 2023. Training hours are Monday through Friday from 8:00am-4:30pm CST; after training shifts do change. Our department is open Monday-Friday 7:00am CST- 9:00pm CST, and Saturdays from 9:00am CST - 3:00pm CST.

Schedules after training vary based on business needs and may include:

8:30am CST - 5:00pm CST

9:00am CST - 5:30pm CST

9:30am CST - 6:00pm CST

10:00am CST - 6:30pm CST (shift differential incentives are offered for this later shift)

10:30am CST - 7:00pm CST (shift differential incentives are offered for this later shift)

11:30am CST - 8:00pm CST (shift differential incentives are offered for this later shift)

12:00pm CST - 9:00pm CST (shift differential incentives are offered for this later shift)

*Schedules may include Saturday shifts from 9:00 am - 3:00 pm based on business needs.*

Qualifications:

Minimum requirement is HS diploma, or equivalent

2 years of related Customer Service experience

Skills and Abilities:

Customer Service experience in a Healthcare related setting preferred

Excellent verbal and written communication skills

Able to deliver high-quality service to Medica's members

Ability to interact with the team and support each other in dealing with customer issues

Advanced ability to multi-task and manage time efficiently is needed

An ability to identify process improvements, provide mentor and peer feedback, and develop knowledge of multiple products and platforms

Demonstrated ability to learn quickly and respond well to a rapidly changing industry and operational environment

Medica's commitment to diversity, equity and inclusion (DEI) includes unifying our workforce through learning and development, recruitment and retention. We consistently communicate the importance of DEI, celebrate achievements, and seek out community partnerships and diverse suppliers that are representative of everyone in our community. We are developing sustainable programs and investing time, talent and resources to ensure that we are living our values. We are an Equal Opportunity/Affirmative Action employer, where all qualified candidates receive consideration for employment indiscriminate of race, religion, ethnicity, national origin, citizenship, gender, gender identity, sexual orientation, age, veteran status, disability, genetic information, or any other protected characteristic.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor 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 contractor's legal duty to furnish information. 41 CFR 60-1.35(c)