Customer Service/Call Center Representative

NTT Data  is assisting our Healthcare client with their recruiting efforts for this position.  This is a 90 day temporary to hire position.  

Scheduled to start as soon as possible
Salary is $15/hr

Required Skill sets: 1-3 years prior experience in Billing and/or Customer Service
Would be handling provider calls
Company provides equipment.

Job DescriptionJob Title: Customer Service/Call Center Representative
Department: Administration FLSA Status: Non ExemptThe hours of this position are Monday through Friday 8:00 am to 5:00 pm CST

Position Summary:

The customer Service Representative reports directly to the Customer Care and Pre-Tax Benefits Director. This position responds to customer inquiries in a professional and friendly manner.

Principal Duties and Responsibilities:
  • Answer telephone inquiries from insured members, employers, providers, etc. regarding claim status.
  • Answer telephone inquiries from insured members, employers, providers, etc. regarding plan benefits.
  • Assist claims Adjusters with registration of claims.
  • Maintain knowledge of all Summary Plan Benefit manual of plans.
  • Perform other duties as assigned.
General Expectations:
  • Present a positive image of company at all time.
  • Provide and promote the delivery of services with a prevailing attitude of respect and recognition of the personal worth and dignity of every individual whether they are a customer, co-worker, producer or supervisor.
  • Communicate in a clear and concise manner, while also demonstrating receptivity through active listening.
  • Identify and perform work that has not been specifically assigned, as needed.
  • Adhere to established safety standards and utilizes proper techniques to avoid work-related injuries.
  • Continuously seek opportunities for improvement and suggest ways in which procedures/systems may be modified to accomplish tasks/goals efficiently and
  • Demonstrate a teamwork philosophy by working cooperatively with others inside and outside the Administration Division.
  • Preserve the confidentiality of all business-sensitive information, including but not limited to that of insured groups and individuals, employees and applicants.

Service Expectations:
  • Communicate in a warm and courteous manner, making eye contact and speaking in a tone of voice that matches words.
  • Ask customers what they need and strive to exceed their expectations. Offer and provide assistance whether or not the request falls within you specific job duties.
  • Assists customers through the insurance submission/enrollment experience.
  • Respond to customer requests in a timely manner, returning calls promptly and keeping them informed of delays before they ask.
  • Make decisions based on customer need, opinions, complaints or suggestions.
  • Take appropriate steps to resolve problems to the customer's satisfaction.
  • Ask customers for their opinions, accepting criticism as an opportunity to improve service.
  • Seek opportunities, provide value added services, and eliminate tasks that do not serve our customer.
  • Remain aware of products and services provided by the company
  • Project a positive, professional image when working.

Knowledge, Skills, and Ability Requirements:
  • High School Education required.
  • Minimum of one to three years of experience working with the public. Previous insurance billing or customer service background recommended.

Reporting Structure/Supervision:
  • Reports directly to Customer Care and Pre-Tax Benefits Director.

Working Conditions:
  • Overtime as needed may be requested.
Position may be performed onsite or offsite, if work is performed offsite, location must be HIPAA Compliant.
Full time
Decatur, IL 62526, US