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.
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
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:
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.
Providence Health & Services