Job Description
Customer Service Representative
Remote /
Value Based Care – Client Operations /
Fulltime
/ Remote
Arcadia is dedicated to happier, healthier days for all. We transform diverse data into a unified fabric for health. Our platform delivers actionable insights for our customers to advance care and research, drive strategic growth, and achieve financial success. For more information, visit arcadia.io.
Why This Role Is Important To Arcadia
Our Customer Service Representatives are responsible for answering the phones in a timely manner, being a skilled problem solver, have the ability to work well with others along with meeting set quality standards. Be courteous and professional while providing information to callers. Plus additional projects and assistance with mailing projects as needed.
What Success Looks Like
In 3 months
- Knowledge and understanding of all systems used in Client Services.
- Listen to incoming calls
- Perform outbound calls / training
- Perform outbound communication through email / training
- Handle incoming calls with guidance
In 6 months
- Handle incoming calls independently
- Perform navigation through all systems used in Client Services
- Achieve quality and AHT departmental goals
In 12 months
- Work on special projects when needed
- Handle returned calls and voicemails
- Work towards SME of Customer Service
What You’ll Be Doing
- Assure the accurate and timely handling of client and member calls with total follow through
- Providing excellent customer service
- Answer client and provider questions including, but not limited to claims payment, status and coverage informationInterpreting client health plan protocol
- Interpret client health plan protocol
- Backup to the claims processing area by assisting with reports and workflow queues as assigned
- Check tracer documentation
- Maintain accurate and complete call documentation
- Maintain high level of professionalism
- Return incoming calls
- Other duties as assigned.
What You’ll Bring
- 1 to 3 years customer service experience, preferably in the healthcare field
- Experience with BCBS HMOI or other insurance plans a plus
- Use of multiple systems including Microsoft Office
- Excellent verbal and written communication skills
- Good attention to detail and commitment to quality
- Positive mental attitude
- Ability to multitask
- Deadline oriented
- Ability to work independently with minimal supervision
Would Love For You To Have
- Health Care/Health insurance background preferred
- HMO Managed care Medicare Advantage experience
- High volume call center experience
- Fluent in English and Spanish