SERVICE CENTER ASSOCIATES- Call Center Claims Support

SERVICE CENTER REPRESENTATIVES- CALL CENTER CLAIM SUPPORT

WAGES: 14.50/HOUR, 40 HOURS PER WEEK

TRAINING ONSITE: DEC 7-10TH, THEN WILL TRANSITION REMOTE, MUST HAVE INTERNET AND THE ABILITY TO WORK FROM HOME

TRAINING HOURS: 9AM TO 530PM

REMOTE HOURS: BETWEEN 8AM AND 6PM, MUST BE ABLE TO WORK ANY HOURS WITHIN 8AM TO 6PM AS SCHEDULE WILL VARY EVERY 2 WEEKS

LOCATION: SOUTHFIELD, MICHIGAN

PRIMARY PURPOSE: To provide excellent service to callers regarding claims for multiple lines of business; to expedite the claims application process and provide detailed claim notes on all calls; to resolve issues with one call/one person response; and to direct calls to appropriate escalation path as needed.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

 Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.

 Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.

 Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.

 Enters verbal and written application information that meets both the internal and external customer’s requirements accurately into the claims management system.

 Assigns new claims to the appropriate claims handler.

 Directs customer calls to the appropriate contact at multiple locations or escalates to Service

Center Specialist/management as needed.

 Attendance during scheduled work hours is required.

QUALIFICATIONS Education & Licensing

High school diploma or GED required. College courses preferred

Experience

One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge

 Knowledge of medical terminology

 Understanding of claims management

 Excellent oral and written communication skills

 PC literate, including Microsoft Office products

 Strong organizational skills

 Good interpersonal skills

 Ability to multi task in fast paced environment

 Ability to support multiple clients across communication channels and utilize multiple systems simultaneously

 Ability to work in a team environment and/or independently

 Ability to meet or exceed Performance Competencies