Customer Service Representative

About The Role
\n MagnaCare is seeking a fully remote Customer Service Representatives to assist members, physicians, hospitals, and other healthcare providers with member benefits, eligibility, claims inquiry, claim reconsiderations and appeals. This is a remote position.
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Primary Responsibilities

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• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
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• Listen attentively to customer needs and concerns; demonstrate empathy and offer solutions.
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• Confirm customer understanding of the solution and provide additional customer education as needed.
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• Prepare complete and accurate work and update customer file.
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• Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
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• Effectively transfer misdirected customer requests to an appropriate party.
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• Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
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• Offer solutions to issues that are often non-standard/non-routine and require some clarification.
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• Perform other call center functions and support projects as directed by the management.
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• Balancing the demands of the caller with program requirements for quality, average handle time, and productivity.
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• Use appropriate verbiage and level of detail to formulate and adapt the response to the level of understanding the caller has about the MagnaCare processes and specific plan details.
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• Calls will require the CSR to proactively educate the caller and validate understanding before completing the call.
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Essential Qualifications

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• High School diploma.
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• Some college or business school education is a plus.
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• Knowledge of basic computer operations.
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• Intermediate knowledge of Microsoft Office and email writing.
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• Knowledge of CPT codes, ICD-9. Ability to learn quickly.
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• Courteous with strong customer service orientation.
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• Dependable with proficient attention to detail.
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• Good listening and responding skills.
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• Must be flexible with the ability to adapt to changes quickly and think conceptually.
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• Solid problem-solving skills.
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• Excellent attendance, punctuality and work record required.
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