Call Center Service Associate – Hybrid Position Position Available In Mercer, New Jersey

Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.

Responsibilities:

Receive customer inquiries via phone, fax, mail, e-mail, etc. If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.

Review computer systems and/or other reference materials to complete verification process.

Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.

Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.

Follow up on unresolved issues in a timely manner, escalating call trends to management.

Deliver an excellent customer service experience while meeting quality and production standards.

Perform other relevant tasks as assigned by management.

Education/Experience:

High School Diploma/GED requiredSome experience in a call center or customer service role within the health insurance industry preferred.

Knowledge:

Medical terminology and medical billing coding preferred

Skills and Abilities:

Excellent Customer Service skills including the ability to manage and diffuse irate callsAbility to work in a high pressure, fast pace environmentKeyboarding proficiencyPC proficiencyStrong verbal and written communicationInterpersonal skills (i.e. active listening)Investigative and analytical skillsAbility to multitaskTime management skillsFlexibility and adaptabilityAbility to work effectively within a team environment