eService Call Center Asscociate

A Few Words About Us
Integrated Resources, Inc is a premier staffing firm recognized as one of the tri-states most well-respected professional specialty firms. IRI has built its reputation on excellent service and integrity since its inception in 1996. Our mission centers on delivering only the best quality talent, the first time and every time. We provide quality resources in four specialty areas: Information Technology (IT), Clinical Research, Rehabilitation Therapy and Nursing.

This is Direct Hire with our Client

Skills Required:

• 3+ years in a large call center with excellent customer service skills • Bilingual in Spanish/English is a major plus • Some experience in a call center or customer service role within the health insurance industry required.

Job Summary: Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.

Responsibilities:

• Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.

• Review computer systems and/or other reference materials to complete verification process.

• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).

• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.

• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.

• Follow up on unresolved issues in a timely manner, escalating call trends to management.

• Deliver an excellent customer service experience while meeting quality and production standards.

• Perform other relevant tasks as assigned by management. Core Individual Contributor Competencies: Personal and professional attributes critical to successful performance for Individual

Contributors: • Customer Focus • Accountable • Learn • Communicate

Qualifications

Qualifications:

Education/Experience:

• High school degree or equivalent required. Some college preferred.

• Some experience in a call center or customer service role within the health insurance industry required.

Knowledge:

• Medical terminology and medical billing coding preferred Skills and Abilities: • Excellent Customer Service skills including the ability to manage and diffuse irate calls • Ability to work in a high pressure, fast pace environment • Keyboarding proficiency • PC proficiency • Strong verbal and written communication • Interpersonal skills (i.e. active listening) • Investigative and analytical skills • Ability to multitask • Time management skills • Flexibility and adaptability • Ability to work effectively within a team environment

Additional Information