Customer Service Representative Job at Accelirate, Inc.
As a Call Service Receiver - Client Advocate you will :
Handle inbound calls and facilitate outbound calls from/to patients inquiring about their home delivery benefit. Explain the advantages of home delivery prescription services (mail order). Identify Client needs and present savings and convenience of receiving medications via home delivery. Accurately complete and document patient interactions and transactions in company databases. Initiate calls and faxes to prescribers to obtain prescriptions on behalf of Client who agree to use home delivery. Effectively manage a caseload of records to facilitate timely processing of home delivery prescription requests.
- Update conversion requests and provide shipment status to members
- Facilitate transition of requested medications to home delivery
- Advocate for the patient by placing phone calls and faxes to our office to obtain prescriptions and forward to company for fulfillment
- Obtain new prescriptions from the office and record approval status
- Service incoming calls from department offices
- Ensure accurate documentation is entered into the appropriate systems for all contacts (internal/external) to maintain the quality of the home delivery process, document HIPAA compliance and reduce potential legal concerns
- Resolve questions and/or issues that may prevent shipment of an order
- Uphold quality and productivity standards on all transactions
- Special projects and other duties as assigned
- Helps customers in their time of need by building rapport, responding to, and resolving inbound phone calls in a fast-paced call center environment. This is done by identifying and providing services and solutions to their questions regarding renewals, coverage, eligibility, billing, and policy changes.
- Delivers expertise by identifying and analyzing customer and agent needs to ensure high satisfaction, growth and retention of business.
- Provides counsel, guidance and suggestions to our customers to adequately cover and protect what they value most. This is done by using upselling and cross-selling sales skills to educate customers and agents on new and existing insurance products & services.
- Upholds our customer care standards by achieving individual goals on call quality, handle time, lead transfer ratio, adherence, first call resolution, and reliability.
- Maintains and tracks accurate data in various computer systems.
- Active P&C Personal Lines License preferred
- Associate`s degree in a business related field or equivalent training preferred.
- Minimum of 6 months related work experience required, Customer service experience preferred.
- Ability to review, record and organize written data from a variety of sources with no pre-established format.
- Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment are required.
- Ability to handle confidential and proprietary information is critical.
- Proficiency with computers is mandatory.
- Knowledge and ability to use Microsoft office tools is necessary.
- Must have a clear understanding of the organization`s policies, standards and procedures to guide customer interactions.
- Appropriate licenses up hiring/training, along with passing Proficiency Assessments is required.
- Our Gold team plays an essential role in delivering #peaceofmind to our customers and agents, and we look forward in having you join us to help achieve our goals together.
- Help Client understand their benefits better. Use the knowledge you gain from training, your problem-solving skills and support from your team answer patient calls effectively.
- Help us keep track of our patient interactions. While on calls, use your expert listening skills to get to the heart of a client's question quickly and document all interactions in real-time.
- Ensure client are equipped with the best advice. Identify and empathetically address patient concerns and, if necessary, escalate appropriately.
- Private & quiet work space required
- High School Diploma or GED required
- Remote work experience preferred
- 2-3 years of relevant experience - Healthcare Call Center Preferred
- Ability to work remote from home permanently
- Tech savvy - Strong PC knowledge including Microsoft Office
- Excellent communication skills (verbal and written)
- Ability to articulate in communicating prescription request clearly
- Ability to provide exceptional listening and customer service skills
- Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions
- Soft Skills: Patience, Empathy, Drive, Self-Management
- Ability to work a flexible schedule including weekends
- Prescription Drug, Dental, Vision and Life Insurance
- Employee Contributions for HRA and HSA accounts
- 18 PTO days + 8 holidays off/year
- Overtime available
- Tuition reimbursement 401K match
- Heath benefits start on day one
- Consistent 40 hours
- Career progression opportunities
- Growth and Longevity within the company
- Pay increase of 3% yearly if metrics are met
- We provide all work from home equipment needed and ship it to you
- Shift Differential possible based on schedule - please discuss with manager
NOTE : We are currently training in a work at home environment, and you will be required to have reliable internet connectivity provided through a wired connection. A mobile or hot spot environment is not acceptable and you may need Ethernet service depending on your current set up
Note: These benefits are only applicable to full-time, permanent associates at Accelirate located in the United States.
Accelirate is proud to be an equal opportunity workplace and an affirmative action employer. We review applications for employment without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, ancestry, citizenship, age, veteran status, genetic information, physical or mental disability, medical condition, marital status, or any other basis prohibited by law.
Accelirate does not seek or accept unsolicited resumes or CVs from recruitment agencies. We are not responsible for, and will not pay, any fees, commissions, or any other payment related to unsolicited resumes or CVs except as required in a written contract between Accelirate and the recruitment agency or party requesting payment of a fee.
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