Customer Service Representative – Health Plan

This is a fully remote position, open to applicants in Iowa, +4 more states.

📋 Description

• Quickly evaluate the complexity of cases and either provide solutions or facilitate the escalation of phone inquiries.

• Delivers positive and consistent customer experiences by aiming for excellence in understanding and resolving specific requests while exhibiting patience, empathy, compassion, and sincerity.

• Addresses customer inquiries through both inbound and outbound phone calls as well as written communication.

• Collaborates with other Sanford Health departments as necessary to coordinate inquiries that require in-depth research, ensuring customer satisfaction related to member and provider questions.

• Diligently documents interactions for precise tracking and analysis.

• Encourages callers to utilize self-service options when appropriate.

• Offers end-user support, including navigation assistance, basic system issue resolution (e.g., self-service), and escalation when applicable.

• Identifies opportunities to resolve common inquiries through existing or new self-service functionalities.

• Recognizes chances to enhance knowledge management system content and methodologies to address frequent inquiries.

• Ensures adherence to all corporate data administration rules, data security standards, as well as Sanford Health policies and procedures.

• Complies with all Customer Service policies, processes, and guidelines.

• Capable of delivering high-quality customer service consistently and professionally.

• Able to adhere to strict policy guidelines.

• Proficient in managing interactions with dissatisfied customers effectively.

• Excellent communication skills.

• Flexibility to adapt to changes in staff scheduling.

• Strong focus on customer service.

• Exceptional interpersonal and listening abilities.

• Capable of managing multiple customer requests efficiently and promptly.

• Keen attention to detail, especially when entering data.

⛳️ Requirements

• High school diploma or equivalent preferred; a bachelor's degree is favored.

• At least one year of experience in customer service is required.

• Basic computer skills, including proficiency with Microsoft Office products (MS Office, Outlook/Exchange).

• General organizational skills and proficient problem-solving abilities.

🏝️ Benefits

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