Introduction to Health First Health Plans
Health First Health Plans is a leading healthcare organization dedicated to providing high-quality, patient-centered care to its members. With a strong commitment to excellence and a passion for serving the community, we are seeking a talented and compassionate Customer Service Associate to join our team. As a remote call center representative, you will play a vital role in delivering exceptional customer experiences, resolving inquiries, and promoting our health plans to prospective customers.
Job Overview
In this per diem remote opportunity, you will work from the comfort of your own home, serving as a liaison for customer inquiries and providing accurate, professional service to our valued customers. Your success will be measured by your ability to effectively communicate, manage time, and solve problems in a professional manner, all while working collaboratively with our team to achieve common goals.
Primary Accountabilities
As a Customer Service Associate, your primary responsibilities will include:
- Quality/No Harm: Properly identifying and elevating concerns that affect customers or our ability to serve them, maintaining confidentiality, and contributing to departmental performance goals.
- Customer Experience: Responding to customer inquiries, researching and documenting plan information, and assisting customers in a caring and knowledgeable manner.
- Stewardship: Meeting individual Call Center performance standards, participating in special projects, and properly identifying and elevating concerns affecting customers or our ability to serve them.
Key Responsibilities
Some of the key responsibilities of this role include:
- Responding to customer inquiries via phone, email, or chat, and resolving issues in a timely and professional manner.
- Researching and documenting plan information related to covered benefits, exclusions, eligibility, enrollment, and disenrollment.
- Assisting Health First Health Plans customers with claims payments, authorization processes, and premium billing.
- Handling incoming sales inquiries from prospective customers and referring them to licensed sales agents for closure.
- Providing assistance to customer service walk-in members in a timely and efficient manner.
Qualifications and Requirements
To be successful in this role, you will need:
- A High School diploma, G.E.D., or equivalent experience, with some college preferred.
- At least one year of related work experience in a call center or customer service environment, interacting with customers.
- Ability to work the designated shift and overtime as needed, with flexibility to adapt to changing schedules.
- Excellent communication and multitasking skills, with the ability to talk and type at the same time.
- Intermediate to Advanced computer skills, including Microsoft Applications, and the ability to navigate multiple screens and applications.
- Ability to accurately type 45 words per minute while speaking with a customer on the phone.
- Bi-lingual candidates must be able to speak, read, write, and comprehend in Spanish and English, with certification required by passing a Bi-lingual/Medical Interpretation test.
Physical and Mental Demands
This role requires:
- Ability to sit and view a computer screen for several hours at a time, with excellent eyesight and hand-eye coordination.
- Work effectively in a fast-paced and often stressful environment, with excellent time management and organizational skills.
- Excellent verbal, interpersonal, and written communication skills, with superior customer service telephone skills.
- Basic math, analytical, and problem-solving skills, with the ability to think critically and define issues.
- Ability to interact professionally and work effectively as a team with all levels of employees and management.
Career Growth and Development
At Health First Health Plans, we are committed to the growth and development of our employees. As a Customer Service Associate, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge.
- Opportunities for career advancement and professional growth.
- A supportive and collaborative work environment that fosters teamwork and innovation.
- Recognition and rewards for outstanding performance and contributions to the team.
Work Environment and Company Culture
Our company culture is built on a foundation of excellence, integrity, and compassion. We value our employees and strive to create a work environment that is:
- Supportive and inclusive, with a focus on diversity and equality.
- Collaborative and team-oriented, with opportunities for cross-functional training and development.
- Flexible and adaptable, with a focus on work-life balance and employee well-being.
- Recognized and rewarded, with competitive compensation and benefits packages.
Compensation and Benefits
We offer a competitive compensation package, including:
- A hourly rate commensurate with experience and qualifications.
- Opportunities for overtime and bonus pay.
- Comprehensive benefits package, including medical, dental, and vision insurance.
- 401(k) retirement plan with employer match.
- Paid time off and holidays.
Conclusion
If you are a motivated and compassionate individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Customer Service Associate with Health First Health Plans, you will be part of a dynamic team dedicated to providing high-quality, patient-centered care to our members. Apply today and take the first step towards a rewarding and challenging career in customer service!
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