Customer Service Representative
POSITION SUMMARY: The Customer Service Representative's primary function is to answer the phone lines and triage calls. The Customer Service Representative is responsible for responding in a timely, professional and courteous manner to customer inquiries and complaints. The customer service representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. Occasionally Customer Service staff will assist with scheduling unassigned cases, completing follow up calls regarding the change of a caregiver, and assisting clients with completion of surveys about services that they receive. When the call volume is low, the Customer Service team will aid the Operations Department with scheduling fill ins, and any additional activities that are needed.
We offer a competitive benefits package which include medical, dental, vision, life insurance, paid time off (PTO), 401(k) plan, mileage reimbursement, client referral program and more!
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Duties include the following: Other duties may be assigned
Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner.
Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
Fulfills request by clarifying desired information; completing transactions; forwarding request.
Enhances organization reputation by accepting ownership for accomplishing new and different request; exploring opportunities to add value to job accomplishments.
Notify supervisor of ongoing problems.
Performs other related duties assigned.
This position has no supervisory responsibility.
A. Assures the confidentiality of all communication, including written, verbal and computer information. Paying special attention to management and company proprietary or confidential topics, data, and plans which you may be privy to in this position.
Manages schedule and time in accordance with duties.
Organizes and facilitates project/program specific meetings and training as necessary to successfully complete task.
Maintains an open-door policy to resolve client and staff concerns
Maintains confidentiality of patient information adhering to HIPAA regulations.
A. Maintains a professional standard of conduct, projecting a positive image of the agency always.
B. Complies with operational protocols and safety policies and procedures.
C. Adheres to all policies and practices of the agency to maintain established Standards of Care.
D. Adheres to all human resource policies set forth in the application operational practices
Continually strives to improve by broadening and deepening knowledge through activities such as formal education, attendance at workshops, conferences, participation in professional and related organizations, and individual study and reading.
Attends mandatory educational sessions.
High School Diploma or G.E.D equivalent required.
Strong customer service skills and previous customer service experience.
Knowledge of medical terminology/Coding experience necessary
Problem solving skills
Data Entry Skills
Computer skills and proficiency in Microsoft Office Suite
Excellent verbal and written communication skills
Able to maintain confidentiality
Able to work under minimal supervision
1-3 years of previous contact center experience required (scheduling, taking in-bound and/or out-bound customer calls).
Always Best Care Senior Services is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to age, race, creed, color, natural origin, qualified disability or veteran status, ancestry, marital status, sexual orientation, sex or any other legally protected category.
Always Best Care