Hope Taylor

Provide customer service for basic and routine inquiries and problems via multiple possible channels (i.e. telephone, emails, web chats, or written letters).

Use computerized system for tracking, information gathering, and/or troubleshooting.

Provide feedback when needed, provide input on call trends, processes, procedures, and training.

Respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff.

Provide timely responses to telephone inquiries in a courteous and professional manner, using pre-scripted responses

Follow policies and standard operating procedures such as filling out timesheets, adhering to privacy and HIPAA rules

Utilize standard technology such as telephone, e-mail, and web browser to perform job duties

Assist caller(s) with completing an online applications and submitting electronically to plan provider for processing

Complete basic call log related to the phone inquiries such as clicking radio buttons to confirm which scripts were read to the caller

Proficient computer skills and abilities using Microsoft software such as but not limited to Word, Excel, Salesforce, and Teams

Ability to type 35 or more words per minute with limited errors

Ability to learn, adapt, and adjust on the fly

Works well with others and individually

History of successful and professional relationships with previous employer, supervisors, and co-workers, excellent customer service

Willingness to learn, self-directed, service-oriented environment, multitasking

Assist via phone and or chat with account management, billing issues, basic trouble shooting and application navigation

Superb listening, probing, negotiation, and de-escalation skills

Enjoy interacting with and helping individuals, flexible and adaptable to fast changing environment