Customer Service Agent

Service Center Agent
Position Summary:
This position is responsible for providing excellent customer service to the healthcare provider’s senior members.

Once you are part of our Customer Service Team, the benefits are extensive:
• Health Benefits
• Weekly Paycheck
• Business casual attire in an attractive, comfortable work environment.
• Tremendous opportunity for professional growth with campuses in


Principal Accountabilities:
1. Answer member questions regarding premiums, claims, payment status, providers in network, etc.
2. Receive calls from providers and brokers verifying coverage and status of payments.
3. Promote advocacy for the member and focus strongly on customer satisfaction and first call resolution.
4. Ensures servicing standards such as average speed of answer and accuracy of responses are adhered to on a daily/monthly basis.
5. Perform other duties and projects as assigned.

Key Competencies/Success Factors:
• Adherence to Connextions’ strong set of values.
• Demonstrates the ability to represent client’s brand in a positive manner and provide outstanding member experiences.
• Proficient experience using Outlook, Word, Excel and PowerPoint in a Windows operating system.
• Excellent time management skills and strong written and verbal communication skills.
• Ability to work independently when needed as well as work well in a team environment.
• Ability to learn and understand new software and other technology applications as introduced by the Client and Connextions.
• Ability to read, analyze and interpret Client materials.
• Ability to affectively present information and respond to questions from groups of Managers, Clients and Customers.
• Ability to define problems, collect data, establish facts, and draw valid conclusions.
• Accepts other duties as an opportunity to learn and demonstrates willingness to help out other departments.
• Demonstrates flexibility as account priorities change.
• Excellent written and oral communication skills.
• Excellent investigative and problem solving skills.


Personal Attributes:
•Member focused with a high level of enthusiasm and a positive attitude.
• Proven track record of reliability as well as excellent listening skills and problem solving ability.


ADA Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Stationary position: Must be able to remain in stationary position 75% of the time.
• Use of hands: Continuous use of computer, telephonic and other electronic equipment.
• Communicate: Frequent verbal and written communication.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This position primarily works in a climate controlled based setting. The noise level and the work environment are moderately quiet.


Position Qualifications/Requirements:

Education, Training and Experience:
• High school diploma or GED required.
• 1+ year(s) of customer service experience in an inbound or outbound call center environment preferred.




Minimum Requirements



Position Qualifications/Requirements: Education, Training and Experience:
• High school diploma or GED required.
• 1+ year(s) of customer service experience in an inbound or outbound call center environment preferred.