[Hiring] Customer Service Representative I @Versant Health

Role Description

The Customer Service Representative I responds to customer service inquiries including, but not limited to, benefit information and timely fulfillment of requests for Versant Health Membership, Providers and Client Representatives. Acting as a liaison with internal and external Versant Health business partners to provide exceptional customer service experience.

• Responsible for providing exceptional customer service, while answering incoming Member and Provider telephone inquiries in a manner that is always respectful and courteous.
• Proficient use of proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards (e.g., knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships).
• Act as a liaison coordinating efforts between Member, Provider, Client Representatives and the manufacturing facilities.
• Flexibility in work schedule as business needs require.
• Ability to identify and perform requirements relative to specialty services (including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry.
• Shadow perspective associates and new associates during initial instruction, providing feedback to the hiring management team and trainer.
• Ability to probe and identify the critical content of inquiries and route caller as appropriate.
• Achieve and maintain individual Key Performance Indicators (e.g., quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures.
• Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e., HIPAA).
• Participate in any training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals.
• Responsibility for reviewing educational notifications and remaining current on procedural changes.
• Regular reliable attendance is required.
• Meet and/or exceed all performance expectations.
• Career opportunity with additional training in skills for higher level positions which will be considered minimal qualifications should open positions become available.
• Other duties as assigned.

Qualifications

• Associate’s degree preferred.
• Minimum 1 year of related call center experience.
• Knowledge and experience in the insurance, health, or vision care industry preferred.
• Proficiency in Microsoft Office.

Requirements

• All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI).
• Associates may have access to covered information, cardholder data or other confidential customer information which must be always protected.
• Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

Benefits

• Medical, dental, and paid vision coverage.
• Paid time off and company holidays.
• Retirement savings with employer contribution.
• Employee wellness resources.
• Professional development opportunities.
• Additional benefits may include flexible work arrangements and employee assistance programs.