What are the responsibilities and job description for the Customer Service Specialist - FMLA position at HealthMark Group?
MISSION : The mission for this role is to provide excellent customer service to clients, patients, and requestors. This role will require you to meet daily goals and report to the Customer Service Manager with any reoccurring issues for resolution. He / she should align with HealthMark Groups core values, culture and overall CRAFT of the company.
REQUIREMENTS : The requirement for this role is to have good communication skills both written and verbal and interpersonal skills to build successful working relationships with requestors, clients, and co-workers. This position requires a person to be detail oriented and be able to resolve customer issues in a timely manner. Excellent follow-up skills and time management are essential. This role is a remote position so the candidate must have reliable internet and a quiet background setting.
Key Points : Requestor Support : Ensure HealthMark is providing excellent customer service by being client-focused
Daily Roles and Responsibilities :
Assist clients, patients, and requestors with the status of requests for disability and FMLA paperwork.
Making sure we are providing detailed information to clients, patients, and requestors.
Ensure notes are accurate and detailed. All actions require a note in Med-Release.
Respond promptly to a high volume of customer calls and e-mails regarding Disability and FMLA paperwork.
Provide excellent customer service promptly with accurate and concise information.
Effectively and efficiently communicate with customers through various channels.
Build strong value-based relationships with customers - a passion for customer interaction is a must!
Ensure customer satisfaction is a primary goal
Follow procedures, guidelines, and policies set in place
Data entry and other duties as assigned
Fax and / or email records securely to requestors
Must monitor the FMLA email to ensure emails are staying up to date.
Must meet daily goals
Qualifications :
Excellent communication skills, strong analytical and problem-solving skills
1 year of call center experience
Ability to multi-task, prioritize duties, and have strong time management skills.
Willingness to learn.
50 WPM
Proficient computer skills with software applications such as Microsoft Office
Maintain a positive, empathetic, and professional attitude toward customers always
High school diploma or GED required.
Previous Medical Industry Experience preferred but not required.
Qualities that the candidate for this position should include :
Fast learner
Self-motivated and able to work independently.
Ability to adapt to change / flexibility a must
Dependable
Candidate must maintain a high level of business integrity and diligence.
Passionate about people and be able to show patient empathy is a must
Quick worker
Team player
Positive attitude
Someone who strives to do more
Job Type : Full-time
Benefits :
401(k)
401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Paid training
Vision insurance
Work from home
Schedule :
8-hour shift
Monday to Friday
Education :
High school or equivalent
Experience :
Customer service : 2 years
Call center : 1 year
Healthcare Experience : 1 year (Preferred)
Work Location :
Fully Remote
Work Location : Remote
Note : This job description is intended to provide a general overview of the position and does not encompass all job-related responsibilities and requirements. The responsibilities and qualifications may be subject to change as the needs of the organization evolve."
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