Tailored Management Hiring for Customer Service Representative at United States Full Time

Job Title: Customer Service Associate Representative

Location: 100% Remote

Schedule:

• Monday – Friday, 6am – 6pm Mountain Time
• Monday – Friday, 6am – 5pm Eastern Standard Time

• The Customer Service Associate Representative will work directly with members. They are responsible for building rapport and educating members on their available options, including but not limited to, facility or screening options, preventive screening services available to them, or other alternative treatment options. The intent is to assist the member in selecting the option that best pertains to them.

Daily duties include:

• Conducting research on each case, reaching out to the physician’s offices, making outbound calls to our members, and fielding incoming calls from members.
• Track and communicate system errors in an expedient and thorough manner.
• Self- metrics successfully and regularly.
• Take requests for care management from patients, physician offices or imaging centers.
• Research issues regarding the certification process and forward to the appropriate parties.
• May work on complete process from beginning to end or a portion of the process which focuses on educating the member on their available treatment locations and scheduling them for their preventative care screening along with several other types of member outreach to ensure the screening was completed.

Responsibilities:

• Responsible for educating membership on their targeted options.
• Ability to utilize multiple resources: client websites and navigate search engines to find best places of care that offer convenient distances for client members while holding a successful and fluent conversation on the phone with the member.
• Can effectively utilize multiple internal system platforms: ISSAC, Image1, or both.
• Ability to use internal resources on hand (evi, Web-ex Teams, Team Educators) to problem solve. Adhere to schedule.

Minimum experience required:

• 1+ year previous experience in a contact center setting on outbound calls or dialer experience ideally preferred, and or telephonic sales experience
• Basic Microsoft Excel, Microsoft Outlook, and Web-ex Teams (Internal) skills
• Must be able to type more than 30 words per minute
• Customer Service Skills (history of customer service exp) preferred

Skills:

• Excellent attention to detail
• Excellent problem solving abilities
• Proactive customer service approach
• Self-directed, highly motivated
• Ability to relate well to all types of people
• Ability to listen actively, responsively and show empathy.
• Ability to overcome objections
• Ability to utilize multiple resources: client websites and navigation search engines to find best places of care that offer convenient distances for client members while holding a successful and fluent conversation on the phone with a member.
• Aptitude for dealing with complex/challenging customers and demonstrated ability to deescalate a situation

Education:

• High School Diploma/GED or higher