LanceSoft
MAX PAY RATES: $16.00/hr.
CONTRACT TO HIRE
SCHEDULE - MONDAY THROUGH FRIDAY, 8-HOUR SHIFTS MUST BE AVAILABLE 8AM-4:30PM.
ONSITE INTERVIEWS WILL BE CONDUCTED AT THE PERCIVAL ROAD LOCATION.
TRAINING WILL BE APPROXIMATELY 6 WEEKS.
ONSITE POSITION ONLY MUST BE LOCAL CANDIDATES
2-4 PREFERRED/NICE TO HAVE skill sets/qualities:
Experience: Prior experience in inbound call center. Prior healthcare/health insurance experience. Proficiency with call-center/customer service software/applications (CRM's, CSM's, etc). Prior experience in hospitality industry (hotels, food and beverage, etc)
Description: Our Customer Service Advocates spend their days partnering with our customers and taking a holistic approach to address their concerns and solve any problems they encounter completely and proactively. Customer Service Advocates are empowered to use many tools to achieve this goal and can walk our customers through the details of their benefit plan, claims processes, and their rights as customers of our plan. Additionally, our Customer Service Advocates can leverage a wide array of value-added benefits available to our customers to ensure that their customer experience is positive and - most importantly - easy. During a typical day, a Customer Service Advocate may assist one customer with scheduling a doctor appointment, another with appealing a claim denial, another with explaining how their chiropractic benefits work, and another navigate all of the tools available to them to help manage their recent diabetes diagnosis.
We don't want to see short tenure or "job hopping"
Soft Skills: Communication, both written and speaking, to adequately support and assist our members/providers. Empathy to recognize and resolve any concerns or problems our members may have. Adaptability to perform different tasks that are central to the role (i.e. claims processing, benefit explanation, research, etc). Detail Oriented - to be able to be organized and able to complete tasks as assigned. Critical Thinking - to be able to adequately work through complex issues. Multi-tasking so that workflow is as efficient as possible
Job Description:
Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. • 60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries. • 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management. • 10% Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed. • 10% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards. • 5% Assist with the training of new employees and cross training of coworkers.
Required Skills and Abilities: Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.
2-4 PREFERRED/NICE TO HAVE skill sets/qualities:
Experience: Prior experience in inbound call center. Prior healthcare/health insurance experience. Proficiency with call-center/customer service software/applications (CRM's, CSM's, etc). Prior experience in hospitality industry (hotels, food and beverage, etc)
Description: Our Customer Service Advocates spend their days partnering with our customers and taking a holistic approach to address their concerns and solve any problems they encounter completely and proactively. Customer Service Advocates are empowered to use many tools to achieve this goal and can walk our customers through the details of their benefit plan, claims processes, and their rights as customers of our plan. Additionally, our Customer Service Advocates can leverage a wide array of value-added benefits available to our customers to ensure that their customer experience is positive and - most importantly - easy. During a typical day, a Customer Service Advocate may assist one customer with scheduling a doctor appointment, another with appealing a claim denial, another with explaining how their chiropractic benefits work, and another navigate all of the tools available to them to help manage their recent diabetes diagnosis.
We don't want to see short tenure or "job hopping"
Soft Skills: Communication, both written and speaking, to adequately support and assist our members/providers. Empathy to recognize and resolve any concerns or problems our members may have. Adaptability to perform different tasks that are central to the role (i.e. claims processing, benefit explanation, research, etc). Detail Oriented - to be able to be organized and able to complete tasks as assigned. Critical Thinking - to be able to adequately work through complex issues. Multi-tasking so that workflow is as efficient as possible
Job Description:
Provides prompt, accurate, thorough and courteous responses to all customer inquiries. Inquiries may be non-routine and require deviation from standard screens, scripts, and procedures. Performs research as needed to resolve inquiries. • 60% Ensures effective customer relations by responding accurately, timely, and courteously to telephone, written, web, or walk-in inquiries. Handles situations which may require adaptation of response or extensive research. Accurately documents inquiries. • 15% Initiates or processes adjustments or performs other research as needed to resolve inquiries. Coordinates with other departments to resolve problems. Responds to, researches and/or assists with priority inquiries and special projects as required by management. • 10% Provides feedback to management regarding customer problems, questions and needs. Maintains accurate records on complaints and/or other customer comments, and makes recommendations for changes to management. Follows through on complaints until resolved or reports to management as needed. • 10% Maintains basic knowledge of quality work instructions and company policies. Assists with process improvements through the recommendation of changes in procedures and techniques discovered during daily operations. Maintains all departmental productivity, quality, and timeliness standards. • 5% Assist with the training of new employees and cross training of coworkers.
Required Skills and Abilities: Excellent verbal and written communication skills. Proficient spelling, punctuation, and grammar. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment. Ability to handle confidential or sensitive information with discretion. Ability to learn and operate multiple computer systems effectively and efficiently. Required Software and Tools: Basic computer operating skills. Standard office equipment. Preferred Software and Other Tools: Knowledge of word processing, spreadsheet, and database software. Work Environment: Typical office environment.