Associate Customer Care Coordinator: Evening Shift (Remote: SW WA / OR)

Providence Health & Services Salem , OR 97301

Posted 2 months ago

Providence is calling an Associate Customer Care Coordinator (Evening Shift) who will:

  • Serve as a member of a service team that supports multiple regions and whose primary purpose is to provide Health Plan customers with outstanding, seamless service in a call center based team environment

  • Be Responsible for the first line of communication with a variety of customers, including existing and potential members, providers, internal departments and employers

  • Provide detailed benefit quotes, eligibility and premium information on a broad portfolio of products, assist members in selecting medical homes and primary care physicians, educate members and providers in the appropriate use of health plan and clinic services, research and respond to claims and authorization inquiries, knowledge of complex custom networks, and resolve customer issues and concerns.

We welcome 100% remote work for residents of SW Washington and Oregon.

This position is advertised as an Evening Shift, working five 8 hour shifts, with a start time between 10am - Noon and will likely include one weekend day.

Primary Responsibilities:

  • Research and respond to member, provider, employer group and other internal and external questions, concerns, needs. Provide education to both members and providers as appropriate

  • Advocate for the customer

  • Explain benefits in a detailed and courteous manner so they are understood

  • Educate members to promote utilization of products and services to their full advantage and to optimize the value of their healthcare dollar

  • Utilize critical thinking skills in order to problem solve when a root cause of an issue is not apparent

  • Ability to work in a Multi-Channel Contact Center environment both by phone, in person and over email

  • Facilitate resolution of member or provider's issues in a timely, efficient and professional manner

  • Document all calls in accordance with company standards and resolve inquiries at point of service when appropriate. First call resolution is the desired outcome

  • Demonstrated data entry skills and PC processing skills in a Window based environment

  • Strong verbal, written and interpersonal skills

  • Skillful at providing and receiving feedback to improve personal performance and team effectiveness

  • Multi-tasking skills with the ability to talk and type

Additional Responsibilities:

  • Maintain a comprehensive level of industry knowledge of insurance benefits, provider networks and contracts, health engagement and delivery models, and internal process flows

  • Accumulate and document pertinent data regarding appeals and exception requests

  • Improves customer service job knowledge by attending training sessions and web classes

Required qualifications for this position include:

  • 2 years' experience working in a high pressure customer facing service environment with a proven track record of learning and applying complex concepts.

Preferred qualification for this position include:

  • Experience working in an office setting

  • Experience working in a health care office setting

  • Call center customer service experience

  • Medicare operations experience

Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally and achieving financial security. We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

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Associate Customer Care Coordinator: Evening Shift (Remote: SW WA / OR)

Providence Health & Services