Customer Service Representative I (Call Center)

The Word And Brown Companies Orange , CA 92856

Posted 2 months ago

Purpose of Position: Handles calls from customers to resolve, educate, follow-up and respond to questions regarding CaliforniaChoice plan administration and procedures.

Essential Functions:

  • Answers questions by telephone from employers regarding new hires, billings, rates, supplies, administrative procedures, etc.

  • Educates, via telephone, employees/dependents regarding PCP's, ID cards, RX problems, administrative procedures, dependent coverage, address changes, etc.

  • Follows-up on calls from brokers regarding problems that their groups are experiencing with providers.

  • Responds to calls from providers.

  • Verifies enrollments and resolves claim issues.

  • Expedites processing of RX issues for employee members.

  • Document calls in call tracking system.

  • Departmental standard requires each Customer Service Representative to provide Service of Unequalled Excellence to all callers. Answer 65 calls per day. Provide clear and explicit documentation while maintaining percentage at a level of 90% or higher daily. Make busy time of 30 minutes or less per day.

  • On-site regular attendance and punctuality are essential functions of the job.

  • Performs other tasks or functions as assigned.

Requirements Knowledge, Skills & Abilities:

  • Computer literate and word processing experience.

  • Typing speed of at least 50 wpm.

  • Ability to handle irate customers in a courteous, patient, calm and positive manner while maintaining a high quality and quantity of work.

  • Experience in handling high call volume. Excellent professional verbal and written communication skills.

  • Knowledge of and experience in the health care/insurance industry.

  • At least 2 years of customer service experience required.

Education Requirements:

High school diploma or equivalent.

Physical Requirements:

Must be able to sit 95% of the time, stand and walk 5% of the time. Close vision required. Must be able to hear phone conversations and verbally communicate to caller. Utilize fingers, hands & arms to feel and manipulate. Working environment is stable and noise level is moderate. Apply On-line Send This Job to a Friend

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Customer Service Representative I (Call Center)

The Word And Brown Companies