Healthcare Customer Service Representative

This is a fully remote position, open to applicants in Vermont.

📋 Description

• Manage both incoming and outgoing phone calls while determining the type of assistance required.

• Pose relevant questions, actively listen, and record necessary information in computer systems.

• Guide customers in navigating the portal and promote independent usage of available tools.

• Investigate complex issues across various databases and collaborate with support resources to resolve or escalate them.

• Address calls from providers concerning referrals, dental matters, credentialing, VA personnel, and urgent care.

• Execute special projects, initiatives, and other assigned tasks.

• Achieve departmental standards for production, quality, and adherence to schedules.

• Engage in training and personal development opportunities.

• Mentor new hires and current staff on best practices for call handling.

• Initiate outbound calls as deemed appropriate.

• Identify and enhance policies and processes.

• Contribute to ongoing quality improvement for interactions with Veterans and Providers.

• Deliver exceptional customer care to both Veterans and Providers.

⛳️ Requirements

• Proficiency in computer navigation and multitasking.

• Ability to engage confidently and compassionately in conversations with callers.

• Skills to create, copy, edit, save, and send documents using Microsoft Word and Microsoft Excel.

• Capability to navigate through multiple systems effectively.

• Proficiency in Microsoft Outlook.

• Experience in customer service, particularly in call center, healthcare, and support roles.

• Technologically adept.

• Metrics-driven mindset.

• Strong attendance and adherence to schedules.

• Skills in resource utilization.

• Previous military experience is a plus.

• Availability to work an 8-hour shift between Monday and Friday, from 7:00 am CST to 7:00 pm CST.

• Potential flexibility for weekend and holiday work schedules.

🏝️ Benefits

• Medical, dental, and vision coverage.

• Critical Illness, Accident, and Hospital insurance options.

• 401(k) Retirement Plan with options for pre-tax and Roth post-tax contributions.

• Voluntary Life Insurance and Accidental Death & Dismemberment coverage for employees and their dependents.

• Short-term and long-term disability benefits.

• Health Spending Account (HSA) available.

• Transportation benefits provided.

• Access to an Employee Assistance Program.

• Paid Time Off/Leave options including PTO, Vacation, or Sick Leave.