Job Description

Position: Call Center Agent
Location : Remote



Job Description

• This position requires individuals to perform the following duties and work as part of a team:
• This position is for an Inbound Provider & Member Services Representative.
• With the goal of first call resolution, the CSR Agent will address the needs of inbound callers according to the established call flows and work processes as supplied by the client and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.
• CSR agent must know when to reach out to internal partners and when/how to internally refer issues ranging from claims, provider searches, resource location, interpreter support, billing payments, enrollment issues, and helping callers understand benefits.
• With a high level of accuracy and attention to detail, agents must maintain professionalism while working within documentation guidelines, using proprietary software, and utilizing dual screens and multiple applications.
• Agents are required to check two email accounts daily and stay updated on call handling resources through continual document review and completion of mandated knowledge checks as assigned.
• Agents will live-document all caller interactions in accordance with Quality Assurance Guidelines and will maintain an average monthly rating as defined for the site.
• Agents must adhere to their scheduled attendance and must be either on a call or readily available for calls to maintain minimum Production and Adherence standards.
• Must manage interactions with callers who may be angry, frustrated, or complaining while helping to resolve issues and maintain member satisfaction.
• Ability to work overtime and/or a flexible schedule based on business, client, and/or account needs.
• Will be scheduled within the business operating hours: 8:00 AM to 6:00 PM MST, seven (7) days a week.
• Other duties as assigned.

Qualifications
Required:

• High School Diploma (or GED)
• 1-year previous customer service experience (call center preferred)
• Proficiency in Microsoft Office Suite (Word & Excel)
• Experience using dual monitors, multiple applications, and phones simultaneously
• Excellent written and verbal communication skills
• Ability to meet deadlines and work under pressure
• Excellent time management and organizational skills
• Accurate keyboard skills and proven ability to enter data at a required speed
  
  

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