Senior Customer Service Assistant

Overview

The Senior Customer Service Assistant promptly receives and addresses incoming calls, ensuring each caller is directed to the appropriate service. Assesses the purpose of incoming calls with precision to facilitate efficient service delivery. Proactively engages with members through outbound calls to resolve issues and participates in quality improvement initiatives. Delivers exceptional service to potential clients, meeting VNS Health standards and ensuring customer satisfaction at every interaction.

Compensation:

$19.18 - $23.99 Hourly

What We Provide

• Referral bonus opportunities

• Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays

• Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability

• Employer-matched 401k retirement saving program

• Personal and financial wellness programs

• Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care and commuter transit program

• Generous tuition reimbursement for qualifying degrees

• Opportunities for professional growth and career advancement and CEU credits

What You Will Do

• Screens incoming telephone calls to determine customer needs and direct clinical situation to appropriate clinical staff/program in a professional and timely manner. Obtains demographic and other relevant data and enters in computerized customer care database.

• Responds to and resolves non-clinical problems, complaints, and issues in an accurate, effective, and timely manner. Establishes effective working relationships and communications with customers, physicians, hospitals, and internal contacts to ensure problem resolution.

• Acts as Customer Care Center liaison to VNS Health staff, departments, and programs to trouble shoot problems and ensure that on call information is accurate and updated.

• Assists with planning and implementation of customer service and telephone responsiveness activities and projects. Analyzes, organizes, and maintains records of customer service logs, performance reports and other data, as needed by management for review.

Qualifications

Education:

• High School Diploma or the equivalent, required

• Bachelor's degree in communications, English, public relations (equivalent work experience) or related field, or the equivalent, preferred

Work Experience:

• Minimum of two years customer service experience preferably in a health care setting, required

• Effective oral/verbal communication and customer service skills, required

• PC skills including Microsoft Windows, Word, and Excel, required

• Bilingual skills may be required as determined by operational needs