Customer Service Representative

My Choice Family Care Madison , WI 53706

Posted 2 months ago

Position: Customer Service Representative

Reports to: Customer Service Manager

Department: Customer Service Center

FLSA Status: Nonexempt (Hourly)

Office Location: Madison

Do you think it is important to make a difference every day? Are you fulfilled by helping others to live their best lives? My Choice Wisconsin is proud to offer a rewarding work environment as an employer of choice. We work collaboratively across departments and with our provider network towards bettering the communities we serve.

Who We Are

Caring Starts Here where we embrace the whole person. We are Wisconsins largest Managed Care Organization that serves seniors and adults with disabilities, making a difference in over 50 counties across the state. We are a place where diverse talented and mission-driven professionals choose to come to do the most rewarding work of their lives.

What You Bring to the Table

A passion for helping others and a zest for a workday thats never the same. Providing superior customer service. The Customer Service Representative is responsible for providing an exemplary level of customer service and telephone support for current and prospective providers and members, and for ensuring accurate resolution of inquiries. This position is the organizations front-line, primary customer service representative and provides incoming communications support as well as coordination for resolution with other departments. Customers may include providers, members, internal staff, and other stakeholders.

What We Offer

  • Rewarding work

  • Supported autonomy

  • Teamwork and collaboration

  • Workday variety

  • Generous 401(k) program with 100% vesting AND company match on day 1

  • Competitive compensation

  • Other fabulous benefits include:

  • PTO and floating holiday

  • Medical, dental, and vision insurance programs

  • Employer-paid life and short-term disability insurance

  • Enjoy participation in the Federal Public Service Loan Forgiveness Program

What You'll do as a Customer Service Representative

  • Answer incoming calls and provide inquiry resolution based on procedures, scripts, and other training materials. Inquiries include but are not limited to billing, eligibility, enrollment, provider network, program benefits, and appeals/grievances. Calls may be triaged to appropriate individuals/department as protocols indicate. Must maintain accurate, detailed and well documented logs of every call.

  • Receive and route prior authorizations according to established processes, including entry of authorization requests into the appropriate systems.

  • Ensures call resolution and completion by working collaboratively with multiple departments for problem resolution as applicable.

  • Responds within established timeframes to inquiries from members and providers.

  • Provides support for other departments, including but not limited to such activities as placing outbound reminder or educational calls, intake of written and phone RSVPs for provider and community events, processing of in or outbound correspondence, and other duties as assigned.

  • Provides back up coverage for Receptionist as assigned.

Minimum requirements What Youll Bring to the Role

  • High School diploma/GED is required plus two (2) years of experience with administrative, reception or call center experience preferably in a health care setting.

  • Demonstrated strong communication skills, both verbal and written.

  • Ability to make decisions based on set guidelines and parameters.

  • Ability to develop and maintain effective relationships and provide outstanding customer service internally and externally.

  • Ability to work effectively in a team environment.

  • Ability to evaluate processes and procedures for continuous process improvement.

  • Ability to adapt to and work effectively in a fast paced and changing environment with multiple priorities.

  • Ability to effectively navigate within multiple applications, intermediate skill with internet and MS Office Suite.

  • Proficiency in keyboarding, word processing and data entry is required.

My Choice Wisconsin is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status

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