Customer Support Specialist

NCQA is hiring a Customer Support Specialist to provide highly responsive quality service to customers. The Customer Support Specialist: Logs and categorizes each customer interaction in tracking system. Provides technical support to end-user customers to navigate multiple online applications and products. Trouble-shoots, triages and problem solves complex, technical issues for customers. Provides detailed information about NCQA (National Committee for Quality Assurance), its products and services. Develops appropriate interfaces with other functions to ensure that our customers are provided with correct information and prompt responses. Supports Publications fulfillment to ensure customer and business needs are being met. Supports Education and other internal customers in facilitation of online/onsite events and courses.

Primary Responsibilities:

• Inform and educate customers to NCQA, via VOIP phone and, Salesforce (CRM (Customer Relationship Management)) by identifying their needs and providing extensive/detailed information about NCQA products services and other issues in a clear and concise manner.
• Provide information utilizing varied resources, such as NCQA publications, internet and appropriate staff. Log all calls and interactions in CRM system.
• Triage complex issues to the next level, as appropriate.
• Keep informed of NCQA activities, changes in products and frequently asked questions and problems related to products. Ensure that the information being utilized is up to date and manage reference/resource documents for internal distribution.
• Navigate customers through online applications, such as Interactive Review Tool, Download Center, Q-PASS (Quality Performance Assessment Support System), My.NCQA.ORG, etc.
• Trouble-shoot complex technical issues; escalate technical issues to help desk via Gemini Tickets/HDR, as needed.
• Provide guidance on user administration to end users.
• Identify and report trends in error messages and system issues.
• Navigate callers through NCQA resources, such as NCQA web site; The NCQA Store, Event Registration, etc.
• Responsible for individual job functions that may include, but are not limited to:
  • Accounts Receivable
  • Interactive Review Tool fulfillment
  • Complaints
  • Refunds and Credits
  • external initiatives
  • Conference and Publications email boxes
  • creation and analysis of fulfillment reports, etc.
  • Perform other duties, as assigned.
• Monitor, track and report volume and types of calls, complaints, and information requests. Recommends improvement to current process.
• Provide general administrative support, including correspondence, document management, filing, faxing.

Requirements:

• Bachelor's degree
• 3-4 years customer service-related experience in healthcare field or insurance benefits.
• Knowledge of communicating complex ideas and product information to the public.
• Demonstrated technical and problem-solving achievements.
• Inbound call center or ACD experience.
• Strong customer service orientation; logging calls and working CRM cases.
• Excellent verbal and written communication skills and active listening skills.
• Strong interpersonal skills/diplomacy, and problem solving.
• Must be proficient in Microsoft Office applications, including Word. Must be highly experienced and proficient using Excel.

NCQA is committed to Diversity, Equity and Inclusion. We are an Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

NCQA is a drug free workplace. NCQA recruits, hires, trains and promotes individuals, and administers any and all personnel actions, without regard to race, color, religion, national origin, age, sex, pregnancy, citizenship, familial status, disability status, veteran status, genetic information, or other protected statuses under applicable state and federal laws.

NCQA 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).