Customer Service Rep 1

JOB TITLE : Customer Service Representative I DEPARTMENT : Service Center REPORTS TO : Charlie Trujillo JOB DUTIES : Customer Service Representative I Provides exemplary services, by phone or in person to the customers of the Trusts ZAS administers. Interacts with customers and other departments to investigate, resolve and provide information in response to inquiries about claims, benefits, eligibility and complaints. Responsibilities include :

• Quote and explain benefits regarding Plan Coverage (Medical, Dental, etc.)
• Assist customers with problems and questions regarding claims
• Handle escalated customer concerns and complaints
• Answer phones and handle walk-ins
• Document interactions with customers into ZAS's Encounter Tracking / Database System
• Move between phone and front desk support as required by daily departmental needs
• Identify potential problems / patterns / solutions and escalate for management review
• Ability to learn Trust processing guidelines, benefit structure, system procedures and miscellaneous guidelines
• Cross-trained on multiple ZAS accounts
• Must meet the department's quality and production standards for this job, as provided on the work standards grid. JOB REQUIREMENTS : Minimum Education & Experience
• HS or GED
• Minimum 1 year experience in Customer Service or related work experience
• Claims processing knowledge helpful
• Healthcare background preferred
• Bilingual preferred Mental / Visual concentration or Manual Dexterity
• Requires normal concentration
• Easily learned, simple movements Computer Operations
• Must be PC literate
• Basic knowledge of Microsoft Excel & Word
• Working knowledge of HCFA, CPT, ICD9, HCPCS and other medical coding protocols
• Data entry and 10-key proficient (35-40WPM)
• Proficient in ZAS operating systems Physical Work Environment
• Normal degree of physical effort in typical office environment with comfortable, constant temperatures and absence of objectionable elements
• May be subject to interruptions
• May be required to lift a maximum of 25 lbs
• Must be able to have flexible work schedule when workflow requires
• Meet established attendance and punctuality guidelines. Customer Focus Understand customer needs, both internal and external. COMPETENCIES : Quality Focus
• Looks for opportunities to provide the highest quality service.
• Maintains appropriate documentation
• Works with other employees / departments to ensure timely and quality service. Analysis
• Strong analytical / problem solving skills
• Strong research skills
• Mathematical proficiency required. Planning
• Solid organizational skills
• Ability to prioritize and multi-task. Communication
• Solid written and verbal skills
• Listens actively and communicates effectively with participants, co-workers, clients, employers and vendors. Interpersonal Relations
• Assists participants, co-workers, clients, employers and vendors in a friendly, courteous, and professional manner.
• Uses courtesy in communication and working with others.
• Works with other employees / departments to ensure timely and quality service
• Patience and rapport with others required. Teamwork
• Works well in a team environment with minimal supervision
• Contributes to team tactics to meet defined goals.
• Supports a work environment that is conducive to team productivity.
• Accepts team decisions and works toward implementation. Positive Attitude
• Highly motivated
• Demonstrates flexibility and resilience when faced with multiple demands and shifting priorities. Integrity
• Approaches all business decisions and actions guided by sound personal and professional beliefs.
• High level of credibility and confidentiality.
• Earns trust by dealing honestly and following through on commitments SALARY : Level V TESTING :
• ZAS Pre-Employment Test for new hires to ZAS
• Typing Test BID INSTRUCTIONS : Interested applicants should apply through our new ATS system https : / / zenithamerican.applicantpro.com / internaljobs / by COB Wednesday, October 30, 2024. EMail recruiting@zenith-american.com If you have any questions. The link can also be found on our intranet. Zenith American Solutions Real People. Real Solutions. National Reach. Local Expertise. We are currently looking for a dedicated, energetic employee with the necessary skills, initiative, and personality, along with the desire to get the most out of their working life, to help us be our best every day. Zenith American Solutions is the largest independent Third Party Administrator in the United States and currently operates over 44 offices nationwide. The original entity of Zenith American has been in business since 1944. Our company was formed as the result of a merger between Zenith Administrators and American Benefit Plan Administrators in 2011. By combining resources, best practices and scale, the new organization is even stronger and better than before. We believe the best way to realize our better systems for better service philosophy is to hire the best employees. We're always looking for talented individuals who share our dedication to high-quality work, exceptional service and mutual respect. If you're interested in working in an environment where people - employees and clients - really matter, consider bringing your talents to Zenith American! We realize the importance a comprehensive benefits program to our employees and their families. As part of our total compensation package, we offer an array of benefits including health, vision, and dental coverage, a retirement savings 401(k) plan with company match, paid time off (PTO), great opportunities for growth, and much, much more!