Call Center Agent

Call Center Agent 2.7 2.7 out of 5 stars Rockville, MD 20853 From $24 an hour - Full-time AGSI 9 reviews From $24 an hour - Full-time

JOB SUMMARY

This position will support, promote, and consistently deliver a premier participant experience. During each communication, sincere, empathetic, accurate, and efficient service will be provided. All phone calls, email, and written correspondence with participants, key local union and single employer contacts, providers, vendors, and other participant advocates will be conducted with the utmost courtesy and professionalism.

PRINCIPAL DUTIES AND RESPONSIBILITIES

To obtain, accurately interpret, and maintain a thorough working knowledge of all Summary Plan Description provisions including multiple benefit schedules, as well as a clear understanding of the eligibility system, claim payment system, and the Reciprocity system (ERTS) Support, promote, and consistently deliver a premier participant experience. Respond timely and accurately to phone calls, e-mail, walk in participants, and correspondence by answering questions; explaining claim payments and reason for any claim denials; quote self payment amounts; verify eligibility and/or benefits; research eligibility or claim issues; update eligibility with outside vendors Demonstrate honesty, integrity, compassion, and empathy in all interactions Escalate all participant-related concerns to the appropriate individual(s) for timely and accurate resolution Document all phone calls accurately and timely in the Customer Service module Perform various clerical duties (i.e., enter enrollment forms; process working spouse forms, etc.). Navigate and provide accurate information regarding the company website Monitor incoming calls and calls waiting via call management system Pick up and handle messages from nightline Work on special projects as requested by Management Other duties as assigned

REQUIRED AND PREFERRED KNOWLEDGE, SKILLS, AND ABILITIES

1+ year of customer service experience Must type a minimum of 40 wpm High School Diploma required Demonstrate initiative and the drive to serve others, learn, and succeed Excellent written & verbal communication skills Proficiency in MS Office is required Dependability - ensures timely arrival and consistent attendance in support of participants and the achievement of team goals. Demonstrates the ability to manage all issues while maintaining a flexible, positive, caring, and cooperative demeanor Responds in a timely manner to operations leaders and stakeholders to facilitate informed decision-making Troubleshoots assigned issues, gathers evidence, and investigates all relevant information with participants, vendors, and internal departments to resolve the problem in a cooperative and collaborative manner

Pay:

From $24.00 per hour

Work Location:

In person