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Phone Representative

Alpharetta, GA

Position: Customer Service

Job Description

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 time frames 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

Job Requirements

Qualifications
Education/Experience: High school diploma or equivalent. 1+ years of call center customer service experience preferably in a healthcare or insurance environment, or 2+ years of consistent customer service experience.

Meet Your Recruiter

Jessica Hunt-West
VP of Sales & Operations

Jessica obtained her Bachelor’s Degree in Biological Sciences from California State University, Sacramento and a Master’s Degree in Forensic Science from National University. She began her career in Post-Secondary Education, providing Career Counseling and Workforce Training to graduates. Jessica has over 8 years of business development and recruitment experience. She has worked in Staffing & Career Services providing workforce development and strategic staffing support to small, medium and large companies. 

In addition to her professional pursuits, Jessica often indulges in her love for travel and travels throughout the country conducting motivational talks & presentations to small and large groups on a variety of topics. 

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