Call Center Representative

This is a Full Time Job

THIS IS A TEMP TO HIRE POSITION

Our Participant Services Call Center is seeking a professional, outgoing, and energetic Call Center Representative with strong customer service skills and exceptional telephone etiquette.

The ideal candidate should have experience in health plan and/or pension plan benefits, and the ability to communicate complex plan policies and benefits in easy-to-understand terms while providing fantastic customer service, in a high call volume, fast-paced call center.

What You’ll Need:
Minimum high school diploma or equivalent.
Minimum of 2+ years of experience in customer service in a high call volume/call center environment. Benefit plan administration and/ or previous health plan experience preferred.
Possesses clear, effective, and strong oral and written communication skills, explaining complex issues and confirming understanding.
Exhibits pleasant and professional telephone etiquette and phone voice.
Demonstrates excellent attendance and punctuality with the ability to work overtime as needed.
Able to handle fast-paced work and meet deadlines.
Able to handle a high volume of calls and meet required production and quality standards.
Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
Ability to communicate effectively both verbally and in writing.
Ability to perform basic math calculations with speed and accuracy.
Quick learner with the ability to retain and communicate learned concepts.
Demonstrates good interpersonal skills, interacting effectively with co-workers and Participants.
A flexible team player with a positive, cooperative, and helpful attitude, adhering to organizational values.
Maintain confidentiality, adhere to HIPAA  and departmental policy guidelines.
Intermediate PC skills, including Windows; MS Word, MS Excel, PowerPoint, and a familiarity with CRM systems. Strong technical skills.
Accurate typing skills of 45 words per minute and preferred 10-key skills by touch.
Ability to accept direction and developmental guidance from supervisor.
Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.)
Ability to complete all required training in classroom or in a virtual environment inclusive of required knowledge checks as determined by the organization.

What You’ll Do:
Handle a high-volume of incoming Participant calls and inquiries in a professional and courteous manner, covering topics related to benefits, eligibility, claims, pension, premiums payments, legal documentation, account numbers, addresses, beneficiary designation, Coordination of Benefits records, Life Insurance, COBRA, etc.
Maintain accurate and detailed records of Participant interactions in our Customer Relationship Management System (CRM).
Provide exceptional customer service, promptly and effectively addressing participant concerns and resolving issues with empathy and care.
Demonstrate understanding of MPI policies, processes, and plan knowledge to assist callers with their inquiries.
Meet established call center performance metrics as an individual to assist the department in reaching departmental goals and company objectives of high quality calls providing customer satisfaction, first-call resolutions, and short wait times.
Attend, retain, and communicate classroom or virtual training concepts as dictated by needs of the business
Ensure consistent and punctual attendance as required by the role and maintain a reliable presence in the workplace.