Customer Service – Work From Home

Job Type: Customer Service from home
Location: Texas work from home
Company: Signature Performance

Position Description:

The Associate will take calls from medical professionals and the VA in an effort to offer medical, dental, and pharmacy services for qualified veterans who are unable to get treatment at neighborhood VA medical facilities. Usually provide the help required to settle queries and problems relating to medical claims and payments. Success in this profession depends on consistently providing great customer service.

The Associate is accountable for conducting extensive research across numerous databases, collaborating with others to handle escalated concerns, and working with support resources to address difficulties. While engaging in voice and message communication with the caller with assurance and compassion, this function demands fluency in computer navigation and toggling.

Basic requirements:

• GED or high school diploma
• Preferable 1+ years of call center experience
• 1+ years of experience in assessing and resolving client issues OR 1+ years of experience working in an office setting, mostly using a phone and a computer to carry out job duties
• demonstrated aptitude for listening well, gathering pertinent data, establishing rapport, and interacting with clients in a kind way.
• basic familiarity with Microsoft Excel, Word, and Outlook on a Windows PC (ability to create, edit, save, and send)
• demonstrate outstanding oral and written communication abilities with assurance.
• the capacity to work any shift between 7:00 am and 12:00 am (ET) Monday through Friday, including overtime as required by the department
• arranging medical appointments for at least one year is desirable but not necessary.
• Spanish and English bilingualism is encouraged but not necessary.
• Although it is not necessary, previous experience working for the Department of Veterans Affairs (VA) would be beneficial.
• Experience in the medical profession is preferred. Experience in business processing, medical terminology/billing, or claims would be advantageous.
• Show off your keen attention to detail, upbeat demeanor, and internal drive and motivation.
• have a love for serving others and are respectful and kind

Preferred credentials:

• The incumbent must be proficient in using the existing phone system, computer network, and other office equipment such the copier and fax machine.

Expectations:

• Each day, answer incoming calls from customers and determine what kind of help they require.
• While recording necessary information in computer systems, ask pertinent questions and listen intently to pinpoint specific questions or issues.
• Make calls to healthcare providers (doctor’s offices) on the patient’s behalf to help with scheduling appointments or to make links with internal experts who can provide support as necessary.
• Help clients find their way around the UnitedHealth Group and/or VA CCN websites while motivating and assuring them to become independent users of our resources.
• Work with support resources to resolve customer issues and/or collaborate with others to resolve escalated issues by researching difficult issues across multiple databases.
• firmly resolve to provide great customer service in a supportive environment.
• Aim to quickly and satisfactorily answer caller issues while going above and beyond
• To comply with contractual obligations, keep abreast of service level and queue status at all times.