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Customer Service Representative (1083770)

Rancho Cordova, California 95670 | Contract To Hire

Job ID: 55942 Position: Customer Service Branch: Rancho Cordova
Wollborg Michelson Recruiting is supporting a large healthcare provider and we are building a team of Customer Service Representatives in Rancho Cordova.
  Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.
 
  • Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
  • Provide assistance to members and/or providers regarding website registration and navigation
  • Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application
  • Process written customer correspondence and provide the appropriate level of timely follow up
  • May coordinate member transportation and make referrals to other departments as appropriate
  • Maintain performance and quality standards based on established call center metrics including turn-around times
  • Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment
  • Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction

Qualifications

 
Education/Experience: High school diploma or equivalent. 1+ years of call center customer service experience, or 2+ years of customer service experience, preferably in a healthcare or insurance environment. Depending on the state, bi-lingual may be preferred.

Heather Keller
Vice President of Operations

Heather has over twelve years of pharmaceutical and medical device staffing and consulting experience gained from roles with global staffing and professional services firms. Heather's focus is on strengthening client relationships to become a trusted partner and talent advisor. Heather’s expertise includes developing creative and efficient sourcing and recruitment processes, uncovering channels of top talent for hard to fill roles and optimizing organizational design in order to deliver top talent to clients. Prior to joining the staffing industry, she conducted biomedical research and conducted drug target validation studies. Heather has a bachelor of science in Biological Sciences from UC Davis with an emphasis in Neurobiology, Physiology and Behavior.

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