Client Support Center Representative

Answer inquiries from providers and/or office staff regarding patient referrals and other related issues. Duties and Responsibilities 1. Answer incoming calls from providers and office staff regarding patient referrals. 2. Responds to e-mails from providers and office staff regarding patient referrals. 3. Informs callers of referral statuses in easy-to-understand manner. 4. De-escalate situations involving dissatisfied callers, offering assistance and support. 5. Research required information using available resources. 6. Identify and escalate priority issues. 7. Route calls to appropriate resource, when required. 8. Make follow-up calls in a timely fashion, when indicated. 9. Meet call center transaction thresholds and service requirements. 10. Document all call information in EZ-CAP and sPHERICAL (MedPOINT programs) according to standard operating procedures. 11. Collaborate with other client support center TMs to improve customer service 12. Assist with overflow calls in member services, if requested. 13. Perform additional tasks and assist with projects as requested by management. Minimum Job Requirements · High School Diploma or equivalent · Medical Terminology knowledge · Minimum one year experience in customer service position; healthcare preferred · Bilingual language skills a plus Skill and Abilities · Excellent oral and written communication skills · Strong listening skills · Problem-solving abilities · Ability to multitask in high volume setting · Good organizational skills · Strong attention to detail · Strong teamwork and collaboration skills · Proficient in Microsoft Office 2013 or higher software applications · Strong data entry and typing skills · Knowledge of customer service principles and practice · EZ-CAP proficiency a plus Apply tot his job