Customer Service Representative – USCB America

Job Overview

Handle high volume of inbound and outbound calls to/from members and providers to include queue callbacks, return voicemails and leaves message for patients, if not available during a queued call back.
Work in client’s IVR (CX1/Nice) & CRM (EPIC Tapestry) systems along with any other system dictated by client.
Must successfully learn and reference Project Scripts and FAQs for proper call handling.
Must adhere to all requirements to be compliant with the client to achieve a 5-star rating.
Must successfully attend and pass all required training (classroom; in-house; virtual).
Responsibilities will include providing empathetic and knowledgeable assistance, navigating policy details, assisting with billing issues, and ensuring a seamless customer experience.
Ensure emails are reviewed and responded to per management expectations. Meeting KPIs and Service Level Agreements.
Maintain an average 6-minute handle call time. First call resolution.
Maintaining accurate records of patient interactions and transactions in detail. Updating patient information in client’s system.
Demonstrates attention to detail; achieves the determined production, quality, and work performance expectations.
Performs special projects as assigned.
Maintains compliance with CMS, FDCPA, FCRA, HIPAA plus local, state, and federal laws.
Adheres to all company policies, procedures and standards.

Must have a minimum of 6 months’ Customer Service experience.
Displays excellent oral and written communication skills; possesses excellent organizational and follow-up skills.
Possesses and demonstrates professional telephone demeanor and customer-centric attitude to maintain a pleasant interaction.
Knowledge of medical terminology, standard hospital operations and financial services preferred but not required.
Possesses knowledge, skill, and ability to navigate computer systems, applications/software, telephone, fax scanner and copier.
Ability to assess situations and find effective solutions. Analytical skills to identify and address underlying issues.
Interacts successfully with all levels of staff and management; responds positively to direction and supervision.
Collaborating with colleagues and contributing to a positive team environment.
Demonstrates the ability to work in a fast-paced environment; Efficiently manage multiple tasks and customer inquiries.
Displays the ability to keyboard 40 wpm; is proficient in Word, Excel and Outlook.
Physical ability to sit at a workstation for 2 hours without interruption.
Possesses a high school diploma or equivalent.
Must successfully pass a criminal history screening.