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Customer Service Specialist (Healthcare)
Rancho Cordova, CA
The main function of a Customer Service Specialist is to interact with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A typical Customer Service Specialist is responsible for determining the client’s issue, offer possible solutions or providing follow-up as needed. Customer service agents may be inbound, outbound or a combination of both.
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.
- Verbal and written communication skills, attention to detail, customer service skills and interpersonal skills.
- Ability to work independently and manage one’s time. Ability to accurately document and record customer/client information.
- Previous experience with computer applications, such as MS Outlook or data entry software.
- High school diploma or GED preferred.
- 0-2 years customer service related experience required.
A graduate of Tennessee State University and Seton Hall University, Christine is a native Californian and can best be described as enthusiastic and self-motivated. She comes to Wollborg Michelson with more than 10 years of corporate and nonprofit experience in Communications and Marketing, and gladly welcomed the opportunity to transition to the Recruiting industry. During her career, she spent time working in Corporate Communication, Event Management and Public Relations. She enjoys meeting new people and looks forward to using her skills to thrive in Recruiting.
In her spare time, Christine can be found reading, traveling, participating in community service activities, and trying new restaurants.