Inbound call center, resolve member issues of all types (RX, PCP, Benefits, Eligibility)
Job Summary :
As a Concierge Customer Service Representative (CSR), you are in charge of upholding our mission of providing a service worthy of our family and friends. Our members look to you to help them navigate healthcare, providing empathy and advocacy. You are empowered to provide members with peace of mind that their current issue is resolved and that none are on the horizon. Concierge provides white glove; one stop shop service for members that have opted into our Concierge service.
Successful CSRs deliver an effortless customer experience by :
Taking the lead – our CSRs take ownership of members' issues, relieving members' stress while guiding them to a quick and easy resolution.
Identifying future problems – not only do our CSRs solve the current member concern but they actively identify and solve any lurking complications the member may encounter after their first interaction.
Sharing insights with peers and management – our positive team culture relies on open communication to continuously improve how our work gets done.
Having fun! – our work is important, but we don't take ourselves too seriously. We love helping others and have a fun community dedicated to doing so!
You must also be :
Available to work a scheduled 8-hour shift, which includes 2 scheduled breaks and a lunch period, also available to work occasional holidays as part of your regularly scheduled shift
Patient with members who call into our Centers with a question or a problem
A good listener and not only answer the questions they ask you, but identify and answer questions the member may not be aware they needed
Comfortable using a computer with 2 display monitors to allow you to navigate to multiple screens for information
Comfortable using Excel spreadsheets to calculate member premiums for health insurance
To multi-task using a computer; talking to the member, and entering member information into their online record
Compose routine and non-routine correspondence to answer benefits / provider inquiries in writing
Coordinate membership changes such as member's primary care physician
Perform routine to mid-level inventory reduction (i.e., member inquiries, may initiate claim adjustments, respond to emails, etc.)
Review and analyze member claims for accuracy as well as member education on how benefits are applied
Participate in quality and efficiency workgroups to continuously improve quality member / customer satisfaction as requested
Proactively analyze available programs, determine program eligibility and connect the Member to appropriate BSC vendors, Health Advocates, Social Workers, Pharmacy Techs, and Pharmacists. Verify the member is included in or targeted for any outreach or care gap programs and connect members to programs or services when appropriate. Engage members with their wellness plan options
Comprehensive resolution of pharmacy calls concerning benefits coverage, co-pays, formulary coverage, vacation overrides, and utilization management requirements
Provide prescription-related benefit coverage (e.g. explanation of coverage or benefit summary related) : Provide prescription co-pays. Provide prescription formulary coverage information and utilization management requirements using web-posted printed formulary. Provide a brief description of coverage denial reasons and alternatives listed in the printed formulary. Perform prescription claim overrides
Provide deductible and max out of pocket information
Provide status of prior authorization requests
Assist members may when and how to appeal a coverage decision
Other duties as assigned
Your Knowledge and Experience
Must reside in the state of CA preferably within a 50-mile radius from one of our office locations - Lodi, Rancho Cordova, Redding, Woodland Hills, Long Beach etc.
Requires a High School Diploma or GED, or equivalent
Requires at least 3 years of prior relevant experience
Flexibility in availability is required including hours and holidays, shifts are not guaranteed
Requires attending and completing training facilitated remotely
Requires basic job knowledge of Microsoft Suite systems and the ability to use applications on a computer proficiently
Requires high internet connectivity speed of a minimum 11MBPS and 3 MBPS upload speed
Post-training, Requires private work location at their residence free from distractions and within 25 feet of their Wi-Fi modem
Preferred Qualifications :
Bilingual – Spanish language proficiency as demonstrated by successful completion of an oral language proficiency test
Camera friendly in coaching's, team meetings, 1 : 1 with leaders
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