Customer Service Representative, CC

Overview

To respond to member and provider inquiries regarding case management telephonically.Ensures that callers’ questions and/or problems are resolved or are directed to the appropriateperson for resolution and/or entered as a referral for case management while providing thehighest level of customer service.

Responsibilities

▪ Supports the Care Coordination Department by answering the ACD telephone line,determining call urgency and routing calls appropriately▪ Responds to member and provider issues and questions received through the CareCoordination ACD line.▪ Provides excellent customer service and communicates with others in accordance withPartnership standards and expectations.▪ Communicates clearly and effectively through all mediums of communication withmembers, providers, vendors, community partners, and Partnership employees.▪ Responds to inquiries in a timely manner▪ Documents calls as appropriate.▪ With direction, initiates and processes referrals to appropriate programs in accordancewith department policies, and communicates referral outcomes to referral source.▪ Works with internal departments, providers, and external organizations to resolve issuesas needed.▪ Manages the Care Coordination regional helpdesk and routes emails or enters referralsappropriately▪ Other duties as assigned

Secondary Duties and Responsibilities▪ Provide support and assistance to coordinators and health care guides as needed.

Qualifications

Education and Experience

High School Diploma or equivalent; minimum three yearsadministrative experience required. Two (2) years of experienceworking in a health care setting recommended.

Special Skills, Licenses and Certifications

Strong written and oral communication skills. Advanced computerskills, including proficiency in multiple software applications includingMicrosoft Office Suite and SharePoint. Strong organizational andmultitasking skills. Excellent interpersonal and customer service skills.Bilingual skills in Spanish, Tagalog, or Russian may be preferred.

Performance Based Competencies

Must be able to work in a fast-paced environment and maintaincourtesy and composure when dealing with internal and externalcustomers. Ability to function effectively with frequent interruptionsand direction from multiple team members.

Work Environment And Physical Demands

More than 50% of work time is spent using a desktop computer. Whennecessary, the ability to lift, carry, or move manuals and reports,weighing up to 25 lbs.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.

HIRING RANGE:

$28.94 - $34.00

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.