Full-Time Customer Service Representative

COMPANY OVERVIEW:HealthAxis provides administrative processing system (CAPS), business process as a service (BPaaS), and business process outsourcing (BPO) capabilities to healthcare payers, risk-bearing providers, and third-party administrators. We transform healthcare administration by providing innovative technology and services. We value purpose, care, integrity, transparency, and a healthy sense of humor. We focus on people, not just business.

PURPOSE AND SCOPE:

• MUST HAVE A MINIMUM OF 2-YEARS CALL CENTER EXPERIENCE

PRINCIPAL RESPONSIBILITIES AND DUTIES:

• Answers all telephone calls within established standards.
• Tracks all calls within Health Axis and IKA databases ensuring accurate documentation.
• Participates in new employee orientation and ongoing education programs.
• Understands OTC benefits, medical management processes, demographic changes, and PCP changes.
• Answers benefit questions, claims inquiries, and general questions from members and providers.
• Maintains a positive and professional attitude.
• Shifts vary from 8am-10pm EST, Monday-Friday, and may include weekends.
• Maintains quality metrics.
• Maintains appropriate source documents and references.
• Performs quality work within deadlines.
• Interacts professionally with colleagues, customers, and suppliers.
• Works effectively as a team contributor and independently.
• Re-directs calls to appropriate departments as needed.
• Participates in assigned projects.

CUSTOMER SERVICE:

• Drives the HealthOps culture through values and customer service standards.
• Provides outstanding customer service to internal and external contacts.
• Develops and maintains positive relationships through communication.
• Takes initiative to respond, resolve, and follow up on customer service issues.

EDUCATION, EXPERIENCE AND REQUIRED SKILLS:

• High school diploma or GED required.
• Minimum of two years call center experience required.
• Previous customer service experience in health insurance is preferred.
• Strong oral and written communication skills (including grammar and diction).
• Excellent listening skills.
• Ability to perform work objectively and analytically.
• Proficient in MS Office and basic computer skills.
• Excellent customer service skills (friendly, courteous, and helpful).

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