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Healthcare Customer Service PDP Agent, 8/11 start, Concord NC
•30 days ago
| Hours | Full-time, Part-time |
|---|---|
| Location | Concord, NC Concord, North Carolina |
About this job
- Strong desire to “Help Seniors Live Healthier Lives” by providing assistance to member
- Is a people person
- Minimum 2 years proven call center experience
- An education level of at least a high school diploma or GED
- Authorization to work in the United States
- Prior stable work experience
- Proficiency with computer and Windows PC applications which includes the ability to learn new and complex computer system applications and apply their use for phone and non-phone activities
- Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Ability to remain focused and productive each day though tasks may be repetitive
- 1 year of customer service experience solving customer problems, OR 1 year of experience in an office setting environment using the telephone or computer as the primary instruments to perform job duties.
- Available to work 40 hours per week anytime within the operating hours of the site.
- Minimum of 25 (38 preferred) accurate words per minute (to be tested).
- Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective.
- Includes ability to understand multiple products and levels of be
Competencies:
- Strong communication skills
- Empathy for the target audience
- Attention to detail
- Quality focused
- Decision making skills
- Organizational skills
- Problem solving
- Team player
- Flexibility in following a schedule provided by the Workforce Manager
Expectations:
- Through inbound calls, resolve member and/or provider issues accurately and systematically, using sound business judgment, and taking appropriate action until completed to customer satisfaction.
- Utilize various computer systems to find member, provider, and plan information.
- Update, process, or perform other necessary action within such systems to fulfill customer request.
- Recognize and comply with performance standards for work quality, work efficiency, attendance, and schedule adherence.
- Be polite, courteous, patient, empathetic, and sincere in voice tone and words selected.
- Establish rapport and be positive.
- Express information clearly and with confidence.
- Use tact when communicating negative information.
- Meet all expectations as found on the Quality Monitoring form.
- Understand and show proficiency (through testing) of applicable products as instructed.
- Be flexible, adjust quickly, and react positively to change.
- Attend coaching session and receive updates from leadership.
Job Responsibilities:
- Assist Medicare-eligible individuals telephonically in the following ways:
- Helping interested parties understand features and benefits of Medicare Advantage, Medicare Part D Prescription Drug Plan (PDP), Medicare approved discount drug card programs, and other related programs.
- Responding to inquiries related to benefits, eligibility, customer material requests, physician look-up, authorization, explanation of benefits (EOB), caller information, status checks, and other related information.
- Make outbound calls and transfers as per the Standard Operating Procedures (SOPs).
- Work on special projects and/or non-phone work to complete as directed.
- Processing non phone functions which may include research of payment, billing, account balance questions, responding to emails, written correspondence, order processing, and account maintenance as needed.
Minimum Requirements
- Strong desire to “Help Seniors Live Healthier Lives” by providing assistance to member
- Is a people person
- Minimum 2 years proven call center experience
- An education level of at least a high school diploma or GED
- Authorization to work in the United States
- Prior stable work experience
- Proficiency with computer and Windows PC applications which includes the ability to learn new and complex computer system applications and apply their use for phone and non-phone activities
- Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product
- Ability to remain focused and productive each day though tasks may be repetitive
- 1 year of customer service experience solving customer problems, OR 1 year of experience in an office setting environment using the telephone or computer as the primary instruments to perform job duties.
- Available to work 40 hours per week anytime within the operating hours of the site.
- Minimum of 25 (38 preferred) accurate words per minute (to be tested).
- Ability to not only understand complex Medicare programs, but to be able to explain/articulate these programs to callers in ways that are clear, correct and objective.
- Includes ability to understand multiple products and levels of be
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