Customer Support Representative

posted:
Location
Lodi, California
Industry
Health & Social Care, Practitioner & Technician
Job Type
Temporary
Salary
US$ 14.00 per hour, $14 per hour + none
Ref. Number
S_15487
Contact
Torres,Lenise, Spherion
Phone
209-465-1500
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Job Description

Our local client is a National Medical Provider located in Lodi, CA. They are seeking qualified customer service representatives who are motivated, dependable, and who possess great customer service skills! Call Center experience preferred. Must be administratively saavy. If this applies to you, please respond with your resume.
Responds to and resolves various customer inquiries via telephone and correspondence, and resolves claims problems within established production and quality standards. Answers incoming calls and written requests for information from members or providers promptly and accurately. Composes routine and non-routine correspondence to answer member inquiries that require a written response. Coordinates with other departments to ensure timely and appropriate responses. Expedites and resolves complex issues and makes claim adjustments. Educates others on the product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process. In the Lead role, deals with the most complex cases and issues as an individual contributor or may focus on mentoring and acting as a backup for supervisory responsibilities. May assist in scheduling and coordinating team activities. Typically provides input in hiring decisions and performance appraisals. Handles the highest level of escalated and unresolved calls.

Working hours: 8 am - 6:30 pm

Skills:
Responsibilities

Successfully exceed Associate level responsibilities. In addition,

Successfully completes tier 2 training which covers some of the following:
Handles escalated calls; may de-escalate calls
Responds to member benefits in writing
Peer to peer coaching /training
Performs inventory reduction, routine to mid-level, (i.e. member inquiries, may adjust claims, responds to emails, etc.)
May expedite, research, and resolve complex issues
Consistently performs established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH)
Works with minimal supervision

Education/Requirements

Successfully meets requirements of nesting audit
Have strong customer service experience (especially phones) and a proven ability to meet performance standards
Strong organizational skills
Ability to work independently
Ability to mentor others
Ability to interpret the various health plans and any documentation associated with them


Minimum Experience Level

Typically 1-2 years of related experience successfully demonstrating increasingly higher level work

Spherion has helped thousands of people just like you find work happiness! Our experienced staff will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temp-to-perm or direct hire opportunities, no one works harder for you than Spherion. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.

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