Multiple Opportunities - Call Center Associates

Emblem Health Farmington , CT 06030

Posted 2 months ago

Summary of Job: To provide high quality service to ConnectiCare members, acting as a customer advocate in providing high quality, accurate, concise, proficient and professional assistance.

Responsibilities:

  • Receives and responds to inquiries/issues from members, regarding benefits, coverage, payment, coding and health service policies and procedures.

  • Simultaneously log all inquiries in call tracking system accurately with content and description of question/issue and resolution.

  • Collaborates with all departments throughout the organization to identify issues or areas of concern for members.

  • Researches and analyzes recurring trends, problems and complaints to determine root cause; recommends solutions and/or resolutions.

  • Provides instruction/education to members, ConnectiCare Policies and Procedures.

  • Follows through with callers when inquiries/issues cannot be resolved on first contact.

  • Displays a positive attitude and embraces our call center vision to be member focused.

  • Performs other related projects and duties as assigned.

Qualifications:

  • Post High School education/training or equivalent combination of education and experience

  • At least 2 year's of previous customer service experience, highly desired in a medical environment or call center environment

  • Knowledge medical terminology and coding strongly preferred

  • Excellent oral, written and interpersonal communication skills required

  • Previous system user experience in a fast paced highly automated environment required

  • Strong PC skills required

  • Demonstrated organizational and problem solving skills

  • Excellent telephone manner; ability to handle high call volumes efficiently and courteously

  • Ability to perform in office environment with extended periods of sitting, using telephone, viewing computer screens, standing, reaching, lifting files, binders, computer reports

  • Bi-lingual Spanish speaking desired

Essential Job Requirements:

  • Primarily sedentary

  • Must be able to use standard office equipment.

Additional Information

  • Requisition ID: 210MD
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Multiple Opportunities - Call Center Associates

Emblem Health