Shift: Monday-Friday, 40 hour work week Candidates must be open 8am-6pm They will be put on shifts: Candidates will start off taking Inbound calls from Members or Providers. They will be on the phones most of the day. They will document calls into the system as they happen. Calls would include: Members: -assisting by looking up what their insurance may or may not cover - issues with billing, requests for a new card -if specific products will be covered by their insurance -updating address's in the system -locating doctors in the network for them Providers: -Receiving payments -Authorizations (order service) -Could have to warm transfer to claims department -Could have to warm transfer to Prior Authorization team Once candidates master Inbound calls, they could move to take Outbound calls which include: -Members call in and complete health screens. -Set up profiles for candidates -Assign serious issues to case managers Calls will last no more than 5 minutes. Call volume is heavy in the beginning of the week, but slows down Thursday/ Friday. 1. The amount of calls the CSRs are taking per day The Inbound CSRs take approx.. 55 calls per day - Onboarding CSRs are in auto-dialer and typically talks to a live voice to complete Health Needs Screener for approx. 25 members with approx. 45 - 50 members answering the call per day. 2. An Example of a Performance Review if you have one Our performance Review is made up of a point system to include the following main categories and subsequent topics with descriptions (see first example). 1) Opening - Example: Properly verifies the caller (PHI) Verify member's RID/SSN, full name, and DOB. For all other calls, Verify member's RID/SSN, full name, DOB address AND phone number. 2) Soft Skills - Example: Pace/tone/volume; Attitude/Courtesy; Empathy 3) Providing Assistance - Example: Fact finding; Active Listening ; Accurate correct information 4) Resolution - Resolves the issue; Anticipate add'l needs; take ownership 5) Closing the Call - Summarize outcome and next steps; offer additional assistance; thank caller for calling 6) Documenting the Call - documentation complete and accurate; appropriate call code; utilize databases :
Customer Service, clerical, call center, insurance, medical
1. Call Center 2. Customer Service 3. Data Entry
Must have:- -1+ years of call center experience -Great Job Tenure in previous roles (2+ years in previous roles excellent) -Computer Literacy Assessment Nice to have: 1. Healthcare experience 2. Previous call center from similar company Comparable companies: -Anthem -CareSource -Managed Health Services (MHS) Selling points: 1. New Facility 2. .New Gym in facility / bikes offered 3. Cafe in facility
We know that a company's success starts with its employees. We also know that an individual's success starts with the right career opportunity. As a Best of Staffing® Client and Talent leader, Aerotek's people-focused approach yields competitive advantage for our clients and rewarding careers for our contract employees. Since 1983, Aerotek has grown to become a leader in recruiting and staffing services. With more than 250 non-franchised offices, Aerotek's 8,000 internal employees serve more than 300,000 contract employees and 18,000 clients every year. Aerotek is an Allegis Group company, the global leader in talent solutions. Learn more at Aerotek.com.
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.