[Hiring] Healthcare Customer Service Representative @Conduent

Role Description

We’re hiring a Healthcare Customer Service Representative, where you'll play a key role in delivering exceptional customer service and resolving complex customer inquiries. In this position, you will handle escalated customer issues and provide high-quality service in a call center environment.

• Provides 24/7 phone coverage for our partners and handles inquiries.
• Assesses calls to provide service immediately, be transferred, or require follow-up for client resolution.
• Identifies customer needs by referring to case notes and examining each as a specific case.
• Performs routine call center activities concerning business products and services.
• Uses standard scripts and established guidelines and under supervision, to meet SLAs.
• Provides customers with information that is specialized and communicated in a warm empathetic manner.
• Gathers all necessary information to update the database.
• Escalates issues to senior levels, based on complaints or concerns.
• Explains company policies to customers.
• Expands skills within an analytical or operational process and maintains appropriate license, training, and certifications.
• Applies experience and skills to complete assigned work.
• Works within established procedures, practices, and with a moderate degree of supervision.
• Performs business support or technical work, using data organizing and coordination skills to complete assignments.
• Provides day-to-day contracted services to external clients, which may include technical or non-technical customer support, transaction processing, and sales & marketing services.
• Performs other duties as assigned and complies with all policies and standards.

Qualifications

• Must be 18 years of age or older.
• Have a High School Diploma or an equivalent of education required.
• Must be able to submit to a pre-employment screening and drug test.
• Have legal authorization to work permanently in the United States without requiring a visa transfer or visa sponsorship.
• Customer service or call center experience preferred.
• Must pass the Call Center – Service Skills Assessment.
• Must have Customer Service Experience in a Call Center environment is preferred.
• Must have MS Office experience-ability to proficiently use Word and Outlook.
• Must have experience working with Medical Insurance, Medicaid or Pharmacy Benefits preferred.
• Must be able to work weekends and some holidays (some nights, weekends, holidays as this is a 24/7 operation).

Preferred Qualifications

• Strong customer service, communication, and problem-solving skills.
• Experience handling escalated customer concerns and complex issues.
• Positive and energetic attitude.
• Ability to communicate clearly and confidently.
• Ability to multi-task and manage time effectively.
• Attention to detail, grammar, and spelling accuracy.
• One year of medical insurance or medical office experience, preferred.
• Computer system experience with data entry and database documentation knowledge.
• Previous call center in a customer service background environment.
• Experience handling inbound customer support calls.

Benefits

• Pay Rate is $16.00 per hour (Bi-weekly pay), which may be your state’s minimum wage.
• Benefits from day one (medical, dental, vision) for eligible roles.
• PerkSpot – Employee discount program.
• Paid time off and holidays.
• Paid training.
• Equipment provided.
• Career growth and advancement opportunities.
• Supportive and inclusive work environment.
• Training hours: 9:00 AM – 6:00 PM (PST).
• Full-time schedule: 10:00 AM – 7:00 PM (PST).