Training hours: M-F, 9:00am-5:30pm EST
Regular hours: M-F, 10:30am-7:00pm EST
Customer Service Representative I
Who are we?
Versant Health is one of the nation’s leading administrators of
managed vision care, serving millions of our clients’ members
nationwide. We are driven by our mission to help members enjoy the
wonders of sight through healthy eyes and vision.
As a Versant Health associate, you can enjoy a comprehensive Total
Rewards package, which includes health and dental insurance, tuition
reimbursement, 401(k) with company match, pet insurance, no-cost-to-you
vision insurance for you and your qualified dependents. We are also
invested in your success. There are many opportunities for advancement
and development throughout all stages of your career with us.
See how you can make a difference with the support of strong leadership and a team environment.
See Everything, Be Anything.
What are we looking for?
The Customer Service Representative I responds to customer service
inquiries including, but not limited to, benefit information and timely
fulfillment of requests for Versant Health Membership, Providers and
Client Representatives. Acting as a liaison with internal and external
Versant Health business partners to provide exceptional customer service
experience.
Where you will have an impact
- Responsible for providing exceptional customer service, while
answering incoming Member and Provider telephone inquiries in a manner
that is always respectful and courteous
- Proficient use of proprietary systems to respond to customer
inquiries and requests, adhering to defined customer service standards.
(ex. knowledge of in/out of network co-pays, non-plan allowances/retail
value as well as the various network relationships)
- Act as a liaison coordinating efforts between Member, Provider, Client Representatives and the manufacturing facilities
- Flexibility in work schedule as business needs require
- Ability to identify and perform requirements relative to specialty
services (including but not limited to student proof, prior approval,
medically necessary contacts, special voucher/authorization processing,
and requesting enrollment cards as well as out-of-network requirements)
and/or order entry
- Shadow perspective associates and new associates during initial
instruction. This involves providing feedback to the hiring management
team and trainer
- Ability to probe and identify the critical content of inquiries and
route caller as appropriate. Achieve and maintain individual Key
Performance Indicators (e.g. quality, adherence to schedule) at
acceptable departmental levels while supporting organizational
performance measures
- Perform in adherence to the company core values including but not
limited to privacy, confidentiality and proprietary company policies and
procedures (i.e. HIPAA)
- Participate in any training and educational activities necessary to
fulfill at least the minimum requirements as specified within your
departmental goals. This is in addition to the completion of any
activities necessary for the maintenance of professional affiliations or
organizational requirements
- Responsibility for reviewing educational notifications and remaining current on procedural changes
- Regular reliable attendance is required
- Meet and/or exceed all performance expectations
- Career opportunity with additional training in skills for higher
level positions which will be considered minimal qualifications should
open positions become available
- Other duties as assigned
What’s necessary to do the job?
- Associate’s degree preferred
- Knowledge and experience in the insurance, health, or vision care industry preferred
- Proficiency in Microsoft Office
HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability
Accountability Act of 1996 (HIPAA) as it pertains to disclosures of
protected health information (PHI) as described in the Notice of Privacy
Practices and HIPAA Privacy Policies and Procedures. As a component of
job roles and responsibilities, Associates may have access to covered
information, cardholder data or other confidential customer information
which must be always protected. As a result, Associates must explicitly
adhere to all data security guidelines established within the Company’s
Privacy & Security Training Program.
We offer a comprehensive and competitive total rewards package designed
to support your health, financial well being, and work life balance.
Benefits include medical, dental, and paid vision coverage; paid time
off and company holidays; retirement savings with employer contribution;
employee wellness resources; and professional development
opportunities. Additional benefits may include flexible work
arrangements, employee assistance programs, and other programs that
support you both at work and beyond.
Versant Health will never request money from candidates who seek
employment with us and will never ask for any payment as part of the
recruitment process.
Versant Health is a proud Equal Employment Opportunity and Affirmative
Action employer dedicated to attracting, retaining, and developing a
diverse and inclusive workforce. All qualified applicants will receive
consideration for employment at Versant Health without regards to race,
color, religion, sex (including pregnancy, childbirth, or related
medical conditions), sexual orientation, gender identity or expression,
age, disability, national origin, marital or domestic/civil partnership
status, genetic information, citizenship status, uniformed service
member or veteran status, or any other characteristic protected by law.