Call Center Representative, Tier 1 – Temporary Assignment
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Job Description
Telecommuting Call Center Representative supporting CHNCT healthcare members and providers. Handling inquiries, eligibility verification, benefit information, documentation, and routine issue resolution.
Responsibilities:
- Answer member and provider questions by telephone, written, or electronic media
- Document inquiries, grievances, caller concerns, actions taken, and call disposition
- Provide accurate and timely benefit and network information
- Verify member eligibility and provider participation
- Resolve routine member and provider concerns
- Escalate complex cases and issues to senior representatives or management
- Make assigned outbound calls and callbacks
- Assess referrals to ICM, other programs, and community resources
- Research and document inquiries and grievances promptly
- Maintain knowledge of program requirements and benefits
- Use resource materials to ensure accurate information
- Meet or exceed an average speed of answer of 90% of calls within 60 seconds
- Maintain an abandonment rate below 5% and hold times below 3 minutes
- Adhere to department standards, privacy/security requirements, and CHNCT policies
- Perform other required tasks
Requirements:
- High school diploma or secondary education
- High school diploma or GED
- One year in a customer service role in a health care setting
- Call center experience or face-to-face customer service experience
- Adequate space and privacy for a work-at-home setup
- HIPAA-compliant home workspace
- Employee-supplied high-speed internet connection
- Computer proficiency
- Ability to adhere to privacy, security, attendance, productivity, and company policy standards
- Ability to verify caller identity and authorization to share PHI
- Ability to use language line services when needed
Benefits:
- Telecommuting/work-at-home arrangement
- Company-supplied computer workstation and telephone technology
- Employee-supplied high-speed internet connection supported for the role
- Inclusive and accessible interview process
- Reasonable interview accommodations available upon request
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