Customer Service Rep

Job Details

Customer Service Rep

Department: HA

• Customer Solutions

Usual Schedule: 8am

• 5pm CST

Regions: Carle Foundation

On Call Requirements: no

Job Category: Clerical/Admin

Work Location: HA at The Fields

Employment Type: Full

• Time

Nursing Specialty:

Job Post ID: 41968

Secondary Job Category:

Experience Requirements: 3

• 5 Years

Weekend Requirements: yes

Education Requirements: Not Indicated

Shift: Day

Location: Champaign, IL

Holiday Requirements: yes

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Check out this job opening for Carle Providers: Customer Service Rep Check out this job opening for Carle Providers: Customer Service Rep

Job Description

JOB SUMMARY:

Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A strong focus is placed on member retention through relationship building and maintaining superior service standards.

EDUCATIONAL REQUIREMENTS

None Specified

CERTIFICATION & LICENSURE REQUIREMENTS

Insurance Producers

• Health w/in 6 months of hire. License required for the state(s) in which assigned Health Alliance office conducts business.

EXPERIENCE REQUIREMENTS

Three (3) years General

• Customer Service

SKILLS AND KNOWLEDGE

Strong verbal and written skills geared toward communicating with Medicare beneficiaries demonstrated by communicating by e-mail, phone, letters and in person. Able to project a positive image. Able to deal compassionately with Medicare/Medicaid beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience. Able to perform at a constant pace while taking inbound calls and making outbound calls. Must be able to handle multiple tasks under constant pressure. Microsoft Office skills.

ESSENTIAL FUNCTIONS:

• In compliance with Centers for Medicare & Medicaid Services, Illinois Division of Insurance regulations and Health Alliance guidelines, receives, researches, responds to and documents inquiries from or on behalf of members or prospective members in professional and courteous manner.

• Takes action to resolve customer service, claims or billing complaints partnering with other departments if and when necessary. Follows-up to ensure that appropriate changes were made to resolve customer problem. Refers unresolved grievances to Lead Member Services Representative.

• Qualifies and assigns leads generated by internal marketing efforts to contracted brokers or internal sales associates or induces sales independently.

• Performs administrative tasks including but not limited to assembling mailings, distributing faxes, processing credit card transactions, and filing.

• Conducts outbound call campaigns to existing members.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. We are committed to creating a diverse and welcoming workplace that includes partners with diverse backgrounds and experiences. We believe that enables us to better meet our mission and values while serving customers throughout our communities. People of color, women, LGBTQIA+, veterans and persons with disabilities are encouraged to apply. Qualified applicants with criminal histories will be considered for employment in a manner consistent with all federal state and local ordinances. Carle Health participates in E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization. | For more information: human.resources@carle.com. Positions are not available for remote work in the state of Colorado.

Effective September 20, 2021, the COVID 19 vaccine is required for all new Carle Health team members. Requests for Medical or Religious exemption will be permitted.

Illinois Required Notices

• Your Rights Under Illinois Employment Laws

Federal Required Notices

• Employee Rights under FLSA

• OSHA

• Employee Rights under FMLA

• EEO It's The Law

• Pay Transparency Nondiscrimination Provision

• Employee Polygraph Protection Act

• Your Rights under USERRA