Customer Support Executive

The role of Customer Service Representative (Level 2) is primarily responsible for providing attentive customer services to providers. The representative will provide timely and accurate responses in a professional and courteous manner utilizing defined processes and guidelines. Responsibilities include answering routine inquiries, resolving issues, and delivering exceptional customer experiences. Essential Functions: - Using top-notch interpersonal skills, being able to understand customers' inquiries or complaints and deal effectively with callers who may be frustrated or angry. - Handling inbound calls/outbound calls, voicemails, and emails from providers regarding a variety of requests related to benefits, eligibility, network/authorizations, claims inquiry, claims escalations and reconsiderations / appeals. - Demonstrating and maintaining professional oral and written communication with customers, co-workers and other stakeholders. - Navigating multiple databases simultaneously to research and create resolutions for providers. - Possess a professional and friendly attitude and be able to quickly develop a rapport with customers over the phone. - Using excellent listening skills with the ability to ask probing questions, understand concerns, and overcome objections. - Identifying, researching, and resolving customer issues using different databases. - Follow-up on customer inquiries not immediately resolved. - Consistently meeting established performance and quality standards. - Participate in recommended or required continuing education seminars and training sessions as needed. Additional Functions: - Collaborate with other areas regarding call center related functions, inquiries, or issues. - Participate in special projects as requested. - Communicates clearly and concisely, with sensitivity to the needs of others. - Maintains the confidentiality of all company procedures, results, and information about participants, providers, and employees. - Maintains courteous, helpful, and professional behavior on the job. - Establish and maintain effective working relationships with co-workers. - Follows all Policies and Procedures and HIPAA regulations. - Maintains a safe working environment. - All other duties as assigned. Knowledge, Skills, and Abilities: - Graduation equivalent degree required. - Customer service experience in a call center environment of 18 to 24 months - with a Healthcare focus - Medicare/Pace/Claims knowledge preferred. - Familiarity with cloud-based contact center software is desirable. - Strong organizational, written, and verbal communication skills. - Ability to organize and follow-up on multiple tasks/details with accuracy and timeliness. - Strong personal computer usage and internet proficiency skills. Having Microsoft Excel knowledge is an added advantage. - Strong work ethic and self-starter, able to effectively manage multiple priorities and adapt to change within a fast-paced call center environment. - Ability to learn and navigate new software quickly. - Flexible scheduling as business needs dictate. Physical Demands & Requirements: - Communicate by way of the telephone with participants, customers, vendors and staff. - Operate a computer and other office productivity machinery. - Remain stationary for extended periods of time. - Occasionally exert up to 10 kilograms of force to lift, carry, push, pull or move objects. - Visual acuity to perform activities such as identifying, inputting and analyzing data on a computer terminal and/or in hard copy. Work Environment: - This job is operated in a professional office environment with a conversational noise level. - No substantial exposure to adverse environmental conditions is expected. - Moderate pressure to meet scheduled appointments and deadlines. Benefits: - Group Medical Insurance - Office Transport Shift Timings: US Shift - 8AM to 5PM (EST, CST, MST, PST). Based on business requirements.