Sr. Customer Service Rep - UBC - Full-time / Part-time

Schedule: Full-time

Job ID: REQ20005303

Provide  high level telephonic customer service to
patients and health care providers regarding patient support program. Answer
questions concerning financial support programs available and providing triage
to the appropriate resource for assistance. Strong verbal and written
communications skills and familiar with Microsoft Office and data entry.

ESSENTIAL FUNCTIONS

• 
  
  Handle inbound clients calls and written correspondence and questions via the web while maintaining service levels. Make independent judgments in order to respond to complex or critical customer issues. May take overflow calls from members, physicians and providers.


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  Work with other operational departments to research and resolve mail order and claims issues and respond to members, clients and account managers within performance agreement guidelines.


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  Maintain accurate and complete documentation of all inquiries. Identify, document and report all repetitive questions and/or problems and recommend potential solutions.


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  Assist with work distribution, expedition, and the development of work plans for reps.


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  Provide on-the -job training for new or existing reps. Work collaboratively with other CSA’s/CSR’s to ensure that best-practices are shared. Other special projects as assigned.

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QUALIFICATIONS

• High school diploma or equivalent; and 2-3 years relevant work experience


• 1-2 years of relevant experience


• General PC knowledge including Microsoft Office and Internet; Excellent verbal presentation and communication skills


• Ability to handle challenging customers in a professional manner; Ability to adapt in a dynamic work environment learns quickly, solve problems and make decisions; Willingness to work a flexible schedule for peak call times

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