[Hiring] Healthcare Customer Service Representative @Conduent

Role Description

Would you enjoy being part of a team that makes a difference in people’s lives? Do you love helping people solve complex problems and deliver solutions? We are looking for people with a passion for helping others, naturally empathy, and are determined to deliver a comprehensive solution to healthcare-related calls. To be successful, customer service experience is a plus, but not a requirement.

Conduent has plenty of growth opportunities within the healthcare team. The pay rate is $16 per hour, which may be below your state’s minimum wage. Please take this into consideration when applying.

Training is 5 weeks classroom and 2 weeks nesting. Successfully complete a mandatory paid training program with 100% attendance.

Hours of operation: Monday – Sunday 7:30am – 11:00pm EST.

• Medical, dental and vision benefits are available on the 1st day of employment.
• Paid time off is accrued after 180 days (about 6 months) of employment.
• Successfully navigate 6 systems and average 32 calls per day.

Responsibilities for Remote Call Center Representative:

• Respond to inbound inquiries regarding dental benefits, eligibility, claims, appeals, grievances, and provider searches for both Commercial and Medicare plans.
• Provide uniform interpretation and clarification of dental benefits, policies, and procedures to members, providers, and employer groups.
• Actively attempt to resolve member or provider concerns by investigating issues, contacting appropriate parties, and documenting all interactions accurately within the billing system.
• Investigate verbal complaints regarding billing, claims, or services rendered; escalate service failures to appropriate internal departments for follow-up and resolution.
• Retrieve and send written correspondence, including plan brochures, provider directories, and other printed materials as needed.
• Meet or exceed established ACD (Automated Call Distribution) system call volume and quality performance goals.
• Achieve all assigned individual monthly performance metrics.
• Maintain current and thorough knowledge of all Member Services policies, procedures, and dental plan updates.
• Perform additional duties and responsibilities as assigned by management.

Qualifications

• Successfully complete customer service assessment & typing test.
• High school diploma, GED, or college degree.
• At least 1 year of Call Center experience preferred.
• 1 year of face-to-face customer service experience.
• Knowledge of and prior experience in the Dental, Medical or Managed Care industry is preferred.
• Must possess the following characteristics: self-motivation, resourceful, detail-oriented, sense of accountability and must be a team player.
• Must possess strong skills in the following areas: organizational, time management, written and verbal communication, analytical, and problem solving.
• Proficiency in Microsoft Word, Microsoft Outlook, and Internet Explorer.
• Effective communication skills over the phone.
• Ability to deal with problems involving several concrete variables in standardized situations.
• Successful completion of background check is required for this position.

Requirements

• We provide all equipment (Computer, Monitor, Mouse, Keyboard, Headset, Ethernet Cord, Power Cables).
• You must have a home internet connection of 10 Download and 3 Upload Speed.
• Must be able to hardwire your work computer directly to your home modem via ethernet.
• Ensure the available connection meets the minimum bandwidth requirements to perform your job function.
• Satellite internet and wireless internet are not acceptable.
• Must have a distraction-free and secure work environment.

Application Process

• The application process will take less than 20 minutes and includes everything required to be considered.
• Apply to the role and provide your basic profile information (2 minutes).
• Answer prescreen questions to be sure you meet the minimum requirements for the role (3 minutes).
• Complete a typing test (1 minute).
• Take a short assessment to determine your fit for the role and set everyone up for success (10 minutes).

Important Information

• Due to varying state and local minimum wage laws, we are currently only able to hire candidates residing in states where our compensation structure complies with applicable wage regulations.
• We are currently NOT hiring in the following geographies: AK, CA, CT, HI, IL, MA, MD, MT, NJ, NY, OR, WA.
• Metro Areas: Minneapolis - MN, Washington, DC, Denver/County of Boulder/Edgewater County - CO.

Benefits

• Health insurance coverage.
• Voluntary dental and vision programs.
• Life and disability insurance.
• A retirement savings plan.
• Paid holidays.
• Paid time off (PTO) or vacation and/or sick time.