Healthcare Customer Service Representative
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Job Description
Remote healthcare customer service representative handling complex provider and Veteran inquiries for TEKsystems. Researching referrals, dental, credentialing, VA personnel, and urgent-care issues across databases.
Responsibilities:
- Handle incoming and outgoing phone calls and identify the type of assistance needed
- Ask appropriate questions, listen actively, and document required information in computer systems
- Assist customers in navigating the portal and encourage self-sufficient use of tools
- Research complex issues across multiple databases and work with support resources to resolve issues or escalate them
- Handle calls from providers regarding referrals, dental, credentialing, VA personnel, and urgent care
- Complete special projects, initiatives, and other assigned duties
- Meet departmental production, quality, and schedule-adherence standards
- Participate in training and self-development opportunities
- Mentor new hires and existing staff in call-handling best practices
- Launch outbound calls as appropriate
- Identify and improve policies and processes
- Support ongoing quality improvement for Veteran and Provider interactions
- Provide excellent customer care to Veterans and Providers
Requirements:
- Fluency in computer navigation and toggling
- Ability to confidently and compassionately engage in dialogue with callers
- Ability to create, copy, edit, save, and send documents using Microsoft Word and Microsoft Excel
- Ability to navigate multiple different systems
- Proficiency with Microsoft Outlook
- Customer service, call center customer service, healthcare customer service, and customer support skills
- Tech savvy
- Metrics-driven approach
- Attendance and schedule adherence
- Resource utilization skills
- Prior military experience
- Ability to work an 8-hour shift between Monday-Friday, 7:00am CST and 7:00pm CST
- Potential availability for weekend/holiday work schedules
Benefits:
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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