Note: The job is a remote job and is open to candidates in USA. American Specialty Health Incorporated is seeking a Customer Service Representative to join our Customer Service-Clinical department. The primary function of this position is to answer incoming calls from Providers, Members and Health Plans, assisting callers with a wide range of topics from benefit information to problem resolution.
Responsibilities
- Receives and responds to incoming telephone calls
- Answer incoming calls/chats and outgoing calls in a professional, accurate, timely and courteous manner
- Communicates professionally at all times
- Ascertain the nature of the call and record information in the ASH proprietary systems
- Look up caller information using proprietary ASH systems and provide information to the caller
- Forward logs requiring further research to the appropriate department
- Utilize appropriate resources, including those online; to provide timely responses
- Manage time to ensure calls are answered within required timeframes and appropriate follow up is done in a timely manner
- Meet or exceed minimum key job accountabilities established for the Customer Service Representative position
- Maintains safe, secure, and healthy work environment by following all legal and compliance requirements
- Complete all ASH and CSS trainings timely
- Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel
- Responds to requests for internal and external customers and/or clients, as required
- Performs other duties as assigned
- Complies with all policies and standards
Skills
- High School Diploma or GED certificate required
- 1 year experience performing customer service duties; inbound call center experience preferred
- Basic computer skills
- Strong verbal communication skills
- Ability to utilize and maneuver in multiple systems during a single interaction
- Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships
- Ability to display excellent customer service to meet the needs and expectations of both internal and external customers
- Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment
- Ability to effectively organize, prioritize, multi-task and manage time
- Demonstrated accuracy and productivity in a changing environment with constant interruptions
- Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions
- Ability to exercise strict confidentiality in all matters
- Ability to see, speak, and hear other personnel and/or objects
- Ability to communicate both in verbal and written form
- Ability to travel within and around the facility or Work from Home (WFH) environment
- Capable of using a telephone, computer keyboard, and mouse
- Ability to lift up to 10 lbs
- Inbound call center experience preferred
Company Overview
- American Specialty Health Incorporated (ASH) is one of the nation’s premier independent and privately-owned specialty health organizations offering technology-enabled services for benefits management, including clinical programs for musculoskeletal health, fitness programs, and well-being solutions for health plans, employers, associations, and others. It was founded in 1987, and is headquartered in Carmel, Indiana, USA, with a workforce of 1001-5000 employees. Its website is https://www.ashcompanies.com.