Customer Service Representative – Intake

Accept a daily average of 100-125 inbound calls from Health Plan clients, providers, and imaging centers seeking pre-authorization. Properly handle and verify patient records under HIPPA and PHI, and secure confidentiality for each call. Accept multiple back-to back calls utilizing various applications on multiple screens, and properly enter all patient, provider, and imaging center data Follow the complete formal script pathway with each caller, identifying and transferring any calls that cannot be resolved via the formal script to the appropriate person or department Remain client-focused at all times, with the ability to independently resolve customer inquiries and complaints with one-call resolution.

Attend 100% of 8 week training, which will include live-call participation training Meet or exceed all performance metrics through accurate call handling and high-quality calls.

QUALIFICATIONS High School diploma or equivalent required Prior customer service background strongly preferred Intermediate proficiency in Microsoft Outlook; strong written, organizational, and verbal communication skills Excellent customer focus orientation with ability to diffuse difficult callers constructively Takes accountability and ownership to efficiently solve problems Engaged, coachable, upbeat attitude, with a willingness to be a positive role model for your peers Team player who exchanges personal knowledge, offers, and accepts support Flexible, open-minded, and able to adapt positively to business changes or needs Self-confident and empowered to use good judgement to do what is right and keep all promises.