Member Service Rep 2

Overview

Responds to all incoming correspondence and telephone inquiries directly related to the CSR 2 position in a professional manner consistent with the mission of the health system. Attend seminars/training sessions. May be required to work overtime during peak periods. Performs other duties as assigned.

Responsibilities

Essential Duties and Responsibilities

• Specific responsibilities include all Level 1 Customer Service requirements as well as the following:
• Resolves all concerns of callers that have been forwarded by CSR 1's.
• Performs duties of CSR 1's as a backup as needed (i.e. absences, lunches, vacations, large call volume).
• Assist in the training of CSR 1 employees.
• Responsible for resolving complaints within the time standards of the applicable SOP.
• Responsible for completion of all customer service functions without close supervision.

Culture of Excellence Behavior Expectations

To perform the job successfully, an individual should demonstrate the following behavior expectations: Quality - Follows policies and procedures; adapts to and manages changes in the environment; Demonstrates accuracy and thoroughness giving attention to details; Looks for ways to improve and promote quality; Applies feedback to improve performance; Manages time and prioritizes effectively to achieve organizational goals. Service - Responds promptly to requests for service and assistance; Follows the Mercyhealth Critical Moments of service; Meets commitments; Abides by MH confidentiality and security agreement; Shows respect and sensitivity for cultural differences; and effectively communicates information to partners; Thinks system wide regarding processes and functions. Partnering - Shows commitment to the Mission of Mercyhealth and Culture of Excellence through all words and actions; Exhibits objectivity and openness to other's views; Demonstrates a high level of participation and engagement in day-to-day work; Gives and welcomes feedback; Generates suggestions for improving work: Embraces teamwork, supports and encourages positive change while giving value to individuals. Cost - Conserves organization resources; Understands fiscal responsibility; Works within approved budget; Develops and implements cost saving measures; contributes to profits and revenue.

Education and Experience

Bachelor's degree or two years of experience in the healthcare industry, as related to this position.

Certification and Licensure

N/A

Skills and AbilitiesExcellent oral communication skills/organizational skillsAbility to handle stressMicrosoft Word & ExcelKnowledge of health insurance requiredKnowledge of Power MHS desirableKnowledge of coding/medical terminology requiredAbility to assist staff Special Physical Demands

While performing the duties of this Job, the employee is regularly required to sit, talk and hear. The employee is frequently required to use hands to finger, handle, or feel and reach with hands and arms. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus. The employee is occasionally exerting up to 20 pounds of force. Must use a computer, keyboard, mouse and specific computer programs as required.

Level of Supervision

Some independent judgment is required, but alternatives are limited by standard practices or procedures.

Supervises

N/A

Benefits

Mercyhealth offers a generous total rewards package to eligible employees including, but not limited to: 

· Comprehensive Benefits Package: Mercyhealth offers a retirement plan with competitive matching contribution, comprehensive medical, dental, and vision insurance options, life and disability coverage, access to flexible spending plans, and a variety of other discounted voluntary benefit options.

· Competitive Compensation: Mercyhealth offers market competitive rates of pay and participates in various shift differential and special pay incentive programs.

· Paid Time Off: Mercyhealth offers a generous paid time off plan, which increases with milestone anniversaries, to allow employees the opportunity for a great work-life balance.

· Career Advancement: Mercyhealth offers a number of educational assistance programs and career ladders to support employees in their educational journey and advancement within Mercyhealth.

· Employee Wellbeing: Mercyhealth has a focus on wellbeing for employees across the organization and offers a number of tools and resources, such as an employer-sponsored health risk assessment and a Wellbeing mobile application, to assist employees on their wellbeing journey.

· Additional Benefits: Mercyhealth employees have access to our internal and external employee assistance programs, employee-only discount packages, paid parental and caregiver leaves, on-demand pay, special payment programs for patient services, and financial education to help with retirement planning.