Customer Service Agent 8/4 (24)

Skill Set:
• 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.
o 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

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.
Training Requirements:
New-hire training for agents shall consist of five (5) to six (6) weeks training, comprised of classroom training and supported practical application (“Competency Period”).
Before Agents may work on the production floor, they must pass UHS-approved training assessments and complete appropriate remediation due to attendance and/or performance issues unless otherwise mutually agreed in writing.

Agents in new-hire training shall not be scheduled as part of production staff unless approved by UHS.

Minimum Requirements

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 profeciancy 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.