Customer Service Representative I
LHH is seeking an experienced Customer Service Representative I to support our client's high-volume customer care operation in Bothell, WA. We are looking for an adaptable, compassionate, and service-driven professional who takes ownership of customer concerns and works toward providing accurate, timely resolutions. This position provides primarily phone-based assistance to members with questions regarding claims, benefits, eligibility, prescriptions, and other benefit-related issues while collaborating with internal teams to research and resolve more complex inquiries.
Location: On-Site
- 11724 NE 195th St #300, Bothell, WA 98011
- This position is 100% on-site during the temporary assignment.
Compensation:
- $26.00 - $29.00 per hour depending on previous experience
"Benefit offerings include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits, and a 401k plan. Our program provides employees the flexibility to choose the type of coverage that meets their individual needs. Available paid leave may include Paid Sick Leave, where required by law; any other paid leave required by Federal, State, or local law; and Holiday pay upon meeting eligibility criteria."
Responsibilities include:
- Resolve customer inquiries and complaints via written, telephonic, or face-to-face communication in a timely and accurate manner. Escalate issues as appropriate.
- Provide compassionate, customer-focused support to members calling with questions regarding claims, benefits, eligibility, prescriptions, and other benefit-related issues.
- Handle a continuous volume of inbound member calls throughout the workday, including periods of especially high call volume.
- Work toward first-call resolution by investigating member questions and identifying the underlying issue rather than simply transferring or temporarily resolving the inquiry.
- Navigate multiple systems and resources to research member information and provide prompt, accurate answers.
- Learn and effectively navigate both legacy systems and updated technology platforms and workflows.
- Perform administrative and clerical tasks, including documentation and post-call wrap-up activities.
- Consistently meet established performance standards, including quantity and quality call standards. Agents may handle approximately 8-10 calls per hour during active call-handling time.
- Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in all job functions.
- Consistently demonstrate excellent attendance and punctuality.
- Perform other related duties and special projects as assigned.
- Identify potential problems, patterns, and solutions and escalate for management review.
- Ability to learn Trust processing guidelines, benefit structure, system procedures, and miscellaneous guidelines.
- Collaborate with teammates, share knowledge, ask questions, and contribute ideas that may improve the member and team experience.
- Demonstrate flexibility and adaptability as systems, procedures, and workflows evolve.
- Must meet the department's quality and production standards for this job, as provided on the work standards grid.
JOB REQUIREMENTS:
- Minimum Education High School Diploma or GED
- Minimum 1-year experience in Call Center Customer Service or related work experience
- Healthcare experience from a hospital, health insurer, medical practice, benefits environment, or similar setting is preferred but not required.
- Familiarity with healthcare, medical, claims, eligibility, prescription, or benefits terminology is highly desirable.
- Claims processing knowledge helpful.
- Candidates with strong contact-center experience outside of healthcare or relevant medical front-office/customer-service experience will also be considered.
- Must be comfortable working in a high-volume contact-center environment with continuous inbound calls throughout the day.
- Ability and willingness to learn multiple systems, including legacy/mainframe-style systems as well as newer technology platforms.
- Strong learning ability and capacity to retain processes, procedures, system navigation, and benefit information.
- Possess a strong work ethic and team player mentality.
- Highly developed sense of integrity and commitment to customer satisfaction.
- Demonstrate compassion and a genuine desire to assist members, including callers who may be frustrated or dealing with difficult benefit-related issues.
- Strong problem-solving and investigative skills with the desire to understand and resolve the member's underlying need.
- Inquisitive, collaborative, adaptable, and willing to contribute ideas and perspectives from previous work environments.
- Ability to communicate clearly and professionally, both verbally and in writing.
- Solid organization skills with strong detail orientation and listening skills.
- Ability to read, analyze, and interpret general business materials, technical procedures, benefit plans, and regulations.
- Proficient PC skills, including MS Word and Excel.
Pay Details: $26.00 to $29.00 per hour
Search managed by: Jason Timothy
Benefit offerings available for our associates include medical, dental, vision, life insurance, short-term disability, additional voluntary benefits, EAP program, commuter benefits and a 401K plan. Our benefit offerings provide employees the flexibility to choose the type of coverage that meets their individual needs. In addition, our associates may be eligible for paid leave including Paid Sick Leave or any other paid leave required by Federal, State, or local law, as well as Holiday pay where applicable.
Equal Opportunity Employer/Veterans/Disabled
Military connected talent encouraged to apply
To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate-privacy
The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
- The California Fair Chance Act
- Los Angeles City Fair Chance Ordinance
- Los Angeles County Fair Chance Ordinance for Employers
- San Francisco Fair Chance Ordinance
Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.