Hybrid Customer Service Representative

at Independent Health

• Job title: Customer Service Representative
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $19 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Buffalo, United States

About the role

• Customer Service Representative providing support and resolving inquiries for Independent Health members. Engaging empathetically and accurately documenting customer interactions in a hybrid work environment.

Responsibilities

• Provide excellent customer service when responding to customers and de-escalate customers as needed.
• Relay accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries.
• Document all calls accurately and timely.
• Escalate issues to the appropriate resources as outlined in policy and procedure guides.
• Meet or exceed all quality, productivity, accuracy, and call identification goals as stated in the most current departmental policy.
• Maintain technical knowledge regarding Independent Health’s contracts and benefits and working knowledge of policies, procedures, and updates daily.
• Attend required training sessions as needed (including remote and onsite learning).
• Provide accurate and up-to-date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standards.

Requirements

• High school diploma or GED required.
• Prior experience and success working in a customer service focused environment required.
• Previous experience working in a call center preferred.
• Knowledge of CPT codes, ICD-9 coding, and medical terminology preferred.
• Excellent written and verbal communication skills.
• Ability to communicate with internal and external customers effectively and efficiently.
• Must be able to work collaboratively.
• Ability to think critically and listen with intent to understand.
• Ability to adapt behavior based on constructive feedback to improve job performance.
• Proficient in problem solving and ability to prioritize accordingly.
• Microsoft Office experience required with the ability to talk and type simultaneously.
• Must demonstrate proficiency in balancing keyboard accuracy with speed, the ability to correctly transmit data, and the ability to work efficiently while producing excellent customer service experiences.
• Strong organizational and time management skills.
• Ability to assume responsibility and maintain confidentiality.
• Strong sense of accountability is required.
• Flexibility to work additional hours as required by department.
• Flexibility in shift assignment required.
• Must have availability to work a shift between 8:00 a.m. and 8:00 p.m. during normal business hours.
• Weekend shifts and holidays may occasionally be required.
• Ability and willingness to meet with customers face to face at alternate locations when business needs require.
• Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.

Benefits

• full range of benefits
• generous paid time off