Call Center Customer Service Inbound I/Outbound I in Duluth, GA at APEX Systems

Date Posted: 9/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Duluth, GA
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:

Job Description

Job #:  885529

Our Healthcare client is looking for motivated Customer Service Representatives in Duluth, GA.

**candidates will have to pass an assessment test in order to be considered **

Work Hours: M-F 11:00 AM to 8:00 PM
Training: 6 Weeks of Training, Training Hours: 9 am to 5 pm
Contract Position – 6 months (top performers might get extended/converted into FTE)
Education: High School or GED required AND 2 years of RELEVANT CALL CENTER experience.

Essential Functions:
• Be available to handle member inquiries, answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues.
• Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.
• Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
• Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
• Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted.
• Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
• Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns
• Maintain awareness of the way performance and actions affect members and financial stewardship.
• Be open and receptive to feedback, and change behavior to improve performance.
Basic Qualifications:
• Two (2) years of customer service experience preferred
• High School diploma or equivalent.
Additional Requirements:
• Minimum typing speed = 30 wpm at 5% Accuracy.
• Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks.
• Ability to thoroughly understand a large, complex organization and its functional policies, processes, and customers.
• Excellent written and verbal skills.
• Ability to effectively interact and negotiate with diverse work units at all organizational levels. Demonstrate analytical and problem solving skills.
• Basic knowledge of mainframe and personal computers required.
• Demonstrate strong reading comprehension and writing skills to analyze and document interaction.
• Follow established procedures to meet customer/member needs.
• Demonstrates primary commitment to customer/member needs (before other requirements), intervening and taking immediate action as appropriate.
• Ability to read and respond clearly and succinctly.
• Ability to think critically.
• Excellent written and verbal skills.
• Demonstrate analytical and problem-solving skills.
• Ability to understand, interpret, act on, and direct own work based on analysis of a variety of statistical measurements of individual and contact center performance.









EEO Employer

Apex is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by law. Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law. If you have visited our website in search of information on employment opportunities or to apply for a position, and you require an accommodation in using our website for a search or application, please contact our Employee Services Department at 844-463-6178