Customer Service Representative

Firstsource Healthcare has immediate full time Work from Home positions available as Customer Service Agents.

All equipment is provided and shipped to you, you would just need an internet router where an ethernet cord can be plugged into, and a private space to work.

Reliable internet connection is a requirement of the role. All employees are required to maintain minimum internet band-with requirements as follows:

∙ Speeds = 25 download and 15 upload.

∙ No satellite, T-Mobile, fixed wireless, cellular, or Starlink.

Job Title: CSR

Job Type: Full Time

FLSA Status:  Non-Exempt/Hourly

Grade: G

Function/Department: Health Plan and Healthcare Services

Reporting to: Supervisor/Manager - Operations

Schedule: Must be able to work an 8 hour shift between the hours of 8am-8pm EST

Pay Range: $14 an hour

Opportunity to select a competitive benefits package (health, dental, vision, life, 401k @ up to 6% Match), Paid Time Off

Description:

The purpose of the Telephone Customer Service Representative is to provide members with accurate, consistent, timely, and meaningful information. Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.

Essential Duties and Responsibilities (include but are not limited to):

Be available to handle inquiries. Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or ques.

· Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.

· Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.

· Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, retention and making return contact as warranted.

· Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.

· Be open and receptive to feedback, and change behavior to improve performance.

Qualifications:

Required Knowledge:

Call center experience required.

Health insurance experience highly preferred.

High School diploma or equivalent is required.

Two years customer service experience preferred.

Minimum typing speed = 30wpm.

Has substantial understanding of the job and applies knowledge and skills to complete a wide range of tasks. Ability to thoroughly understand a large, complex organization and its functional policies, processes, and customers.

Excellent written and verbal skills.

Ability to effectively interact and negotiate with diverse work units at all organizational levels. Demonstrate analytical and problem-solving skills. Basic knowledge of and personal computers required, including experience with Windows based environments. Demonstrate strong reading comprehension and writing skills to analyze and document interaction. Follow established procedures to meet customer/member needs. Demonstrates primary commitment to customer/member needs (before other requirements), intervening and taking immediate action as appropriate. Ability to read and respond clearly and succinctly. Ability to think critically. Excellent written and verbal skills. Demonstrate analytical and problem-solving skills. Ability to understand, interpret, act on, and direct own work based on analysis of a variety of statistical measurements of individual and contact center performance.

Company Background:

We are a Business process organization that has been around for 20+ years

We operate in India, US, UK, and the Philippines.

100+ Global Clients in Banking and Financial Services, Healthcare, Communications, Media and Technology, and diversified industries.

Primary US business is healthcare that includes Call Center and Claims Processing

Employee 26,000+

All full-time employees are benefits eligible to include health, dental, vision, Short term disability, Long term disability and 401k match up to 6%

Growth:

We are passionate about promoting from within. They have to be in their position for at least 6 months before they can apply for an internal opening.

Firstsource is an Equal Employment Opportunity employer.  All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law. 

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.