Call Center Customer Service Representative

Job Description

Job Description

Call Center Customer Service Representative

Unite Health Share Ministries (UHSM) is a nonprofit, faith-based health sharing ministry that facilitates member-to-member health sharing among fellow Christians, serving as a connector to administer medical cost sharing. The UHSM mission is to help Christian families fulfill their God-given purpose to care for one another and to positively impact our communities. Headquartered in Norfolk, VA, UHSM takes a modern approach to health sharing that prioritizes holistic health and wellbeing. UHSM offers simple, fair, and friendly health share programs to its members.

About this role

Our Customer / Member Services Representatives are one of the most important pillars to our success. As you’re directly interfacing with our valuable members. We’re looking for top-tier talent who takes ownership in creating a successful journey for our clients. This is a challenging role that requires an emphasis on customer centricity, high energy, and work with the highest purpose of customer satisfaction and retention.

Key Responsibilities

• Answering phones from members professionally and responding to member inquiries and complaints.
• Handle escalated calls, resolving more complex member issues in (First Call Resolution - FCR).
• Demonstrate outstanding service to identify the source of the issue and work to resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondence.
• Research complex issues across multiple databases and work with support resources to resolve customer issues and / or partner with others to resolve escalated issues.
• Responsible for knowing all aspects of health program benefits including medical and pharmacy.
• Required to be at workstation to answer calls in an ACD environment, subject to the monitoring of incoming and outgoing ACD calls for quality assurance during those time periods that the CSA is not scheduled for a break or lunch breaks.
• Identifying, escalating priority issues, and reporting to high-level management. Responsible for taking issues on a weekly basis to the dept. manager.
• Obtaining and evaluating all relevant data to handle complaints and inquiries.
• Handling outbound and inbound calls from external and internal customers.
• Completing call reports, logs, and researching billing issues.
• Recognizing, documenting, and informing the supervisor regarding the trends in internal and external customer calls.

Required Qualifications

Preferred Qualifications

What we offer

UHSM is an Equal Opportunity Employer. Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.