Inbound Customer Care Associate

Inbound Customer Care Associate

Location: Tampa, FL (Remote after 1-week Onsite Training)

Duration: Full Time

Pay: $17/hr.

Job Description

The Inbound Customer Care Associate will answer inbound customer calls and deliver a unique customer service experience by utilizing effective questioning and active-listening skills to determine customer needs and concerns while ensuring a high level of customer satisfaction. This role involves providing excellent customer service support and accurately handling account-related requests.

Individuals will combine excellent customer service and problem-solving skills with the ability to function effectively both as part of a team and Consultantly. Strong time-management and organizational skills are necessary to effectively manage multiple expectations in a fast-paced environment. Exceptional verbal and written communication, interpersonal, and active-listening skills are essential.

Role and Responsibilities

• Professionally handle incoming calls from customers and ensure issues are resolved promptly and thoroughly.
• Demonstrate patience in all customer interactions while maintaining a pleasant and professional tone and manner.
• Provide courteous service with a strong customer-service orientation.
• Communicate effectively, both verbally and in writing.
• Demonstrate strong probing, analytical, and problem-solving skills.
• Perform repetitive tasks accurately in a fast-paced, high-production work environment.
• Work effectively as a team member as well as Consultantly.
• Participate in activities designed to improve customer satisfaction and business performance.
• Follow client and plan claims-processing guidelines, benefit structures, claims-processing system procedures, and applicable carrier guidelines.
• Expedite problem files to the appropriate department and perform routine follow-up until resolved, including follow-up with insurers, providers, and agents when necessary.
• Analyze claim payments and explain benefit information to callers who need assistance understanding their coverage.
• Accurately document required information in the appropriate documentation systems.
• Meet established adherence, productivity, and quality standards.
• Perform other duties as assigned.

Qualifications and Education Requirements

• High School Diploma or GED required.
• Prior healthcare experience preferred.
• Strong analytical and problem-solving capabilities.
• Strong computer navigation skills and PC proficiency.
• Excellent oral and written communication skills.
• Knowledge of medical terminology, Eligible to work codes, and ICD-10 diagnosis codes preferred.
• Familiarity with Microsoft Office.

Physical Requirements

• Working conditions are normal for an office environment.
• May be subject to interruptions.
• Minimal physical exertion required.
• Regular use of a computer is required.

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