About the Role
Customer Service Rep-Well-being (Remote, $15/hour)
Customer Service
Remote, United States
Description
American Specialty Health Incorporated is seeking a Customer Service Representative to join our ASHCare Member Support team. The primary purpose of this position is to provide customer service to members who are seeking or utilizing Health Management programs.
Full-time and part-time regular employees: starting pay at $15/hour with potential of $16/hour within first year, plus merit. Additional bonus opportunities based on travel=””>TRAVEL”>TRAVEL”>meeting Key Job Accountabilities (KJA) after 6, 12 and 24 months.
Remote Worker Considerations
Candidates who are selected for this position will be trained remotely and must be able to work from home in a designated work area with company-provided technology equipment. This remote/WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online travel=””>TRAVEL”>travel=””>TRAVEL”>TRAVEL”>TRAVEL”>meetings over a reliable and consistent network (minimum internet download of 50 Mbps and 10 Mbps upload speed).
Responsibilities
- Receives and responds to telephone calls from members, and health plans/employer groups.
- Demonstrates knowledge and understanding of all ASH products and programs through consistent proficiency in quality, quantity, and responsiveness.
- Responsive to customer contacts in a professional, accurate, timely and courteous manner.
- Ascertains the nature of the contact and records information in the appropriate system.
- Provides accurate answers to member inquires by following standard policies and procedures.
- Interacts in a positive, respectful manner and establishes and maintains cooperative working relationships with internal and external customers.
- Utilizes defined criteria to determine member qualification for Health Management programs.
- Coordinates collection of necessary information, including member co-pays or payments when necessary.
- Coordinates access to Health Management coaches when clinical advice or information is necessary to support the member.
- Coordinates appointment scheduling for applicable Health Management programs and initiates appointments on behalf of Health Management coaches.
- Forwards documentation to Research Team for follow up if inquiry requires additional action.
- Analyzes information, problems, issues, situations and procedures to develop effective solutions to ensure member satisfaction with the Health Management programs.
- Researches unique questions using all available resources. Refers difficult issues to Supervisor for appropriate answers.
- Handles all issues requiring additional action within the necessary timeframes.
- Manages time to ensure calls are answered within required timeframes and appropriate follow up is conducted in a timely manner.
- Exercises strict confidentiality in all matters relating to the member experience with Healthyroads.
- Attends and participates in employee and other travel=””>TRAVEL”>travel=””>TRAVEL”>TRAVEL”>TRAVEL”>meetings to discuss issues and foster teamwork among department personnel.
- Places outbound outreach calls to members who were referred to the program by Health Advocates, DM, or another identified referral source when requested.
Qualifications
- High school diploma or equivalent required.
- Minimum 1 year Customer Service experience; with at least 6 months Customer Service experience in an inbound Customer Service Call Center servicing members.
- Experience in healthcare preferred.
- Basic experience with MS Office.