Healthcare Customer Service Specialist - Full-time / Part-time

Connextions, Inc. is currently searching for non- licensed health agents to assist in the operations of its call center. Connextions is owned by OptumHealth, a subsidiary of UnitedHealth Group. It is the premier growth, retention and service solutions company, aimed at the unique and complex distribution needs of the healthcare market.

Description:

• 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 benefits within each product.

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

Minimum Requirements

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.

Skills:

• Candidate must be present and on time on full duration of training. Any candidate who cannot attend full duration of training will not be qualified for this position.
• Any candidate who missed more than one day of unplanned time during training period will be considered excessive absenteeism and will terminated of current position.
• Candidate must have one continuous year of customer facing experience.
• Candidate must present proficiency in computer skills and navigations of multiple computer sessions.
• Candidate must be flexible to work seven days a week up to 11pm in the evening. It is expected that the majority of schedules will be evening schedules.
• No special accommodations on alternated schedule which do not meet business needs.
• Candidate must be professional on appearance and proven professional communication skills.