Duties and Responsibilities:
Manage open agent tickets relating to general account inquires through completion.
Post any missing payments to accounts through RP function for client reconciliation process
Maintain a thorough and effective contingency plan with Client Service Representative to ensure clients service level expectations are always met.
Accountable for timely completion of assigned client specific reports and requirements.
Take initiative and action to respond to, resolve, and follow up on customer service issues and client requests in a timely manner.
Meet deadlines with frequent interruptions and redefined priorities.
Communicate all feedback, client updates, and recommendations to all levels within the organization using professionalism, positive attitude, and discretion to achieve objectives.
Provide feedback to Management on any issues concerning call center behavior as it relates to agent tickets
Knowledge, Skills, and Abilities:
Knowledge
Extensive knowledge of client requirements and guidelines
Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.
Efficient in Microsoft Office products, especially Excel and Word
Knowledge in 10 key by touch typing
Understanding of billing and recovery cycle
Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA
Skills
Active Listening - Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
Speaking - Talking to others to convey information effectively.
Service Orientation - Actively looking for ways to help people.
Writing - Communicating effectively in writing as appropriate for the needs of the audience.
Coordination - Adjusting actions in relation to others' actions.
Time Management - Managing one's own time and the time of others.
Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
Monitoring - Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.
Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
Judgment and Decision Making - Considering the relative costs and benefits of potential actions to choose the most appropriate one.
Abilities
English Comprehension - The ability to fluently communicate in and understand English, the primary language of the work team.
Written Comprehension - The ability to read and understand information and ideas presented in writing.
Written Expression - The ability to communicate information and ideas in writing so others will understand.
Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
Oral Expression - The ability to communicate information and ideas verbally so others will understand.
Speech Recognition - The ability to identify and understand the speech of another person.
Speech Clarity - The ability to speak clearly so others can understand oral communication.
Problem Sensitivity - The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.
Inductive Reasoning - The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).
Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
Category Flexibility - The ability to generate or use different sets of rules for combining or grouping things in different ways.