Customer Service Reps. I/II - LBS - 014768
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Under the direction of the Assigned Management, this position resolves customer inquiries via telephone, walk in, mail, fax, off-phone work, and email concerning, but not limited to, contract benefits, claim payments, and enrollment in accordance with ORA, HIPAA and other legislative requirements. The Customer Service Representatives provides service for customers and business partners while responding in a professional, efficient, and timely manner to resolve issues and enhance member & provider satisfaction/retention.
Essential Responsibilities/Accountabilities
All Levels
Provides service among the customers and business partners while responding in a professional, efficient, and timely manner to enhance member and provider satisfaction and retention. Must exercise tact, patience, and professionalism at all times in responding to internal/external customers.
Documents, researches, interprets and responds to inquiries from internal and external customers, business partners and special groups concerning our products, services and policies in accordance with ORA, HIPAA and other legislative requirements.
By utilizing appropriate resources, resolves customer inquiries accurately & efficiently; resulting in acceptable quality, First Call Resolution, and performance.
Provides outreach related to claims, onboarding, effectuation, retention, provider inquiries, and any other complex inquiry.
Demonstrates willingness to adapt and be flexible to changes and business needs while taking ownership and accountability for issue identification and resolution.
Ongoing participation in meetings, training, and skill development to support career path and individual development plans.
Is knowledgeable and enthusiastic about the company and our products and/or services.
Identifies and follows through on issues impacting the Health Plan and customer experience.
Develops effective internal working relationships for improved communication and collaboration.
Shares ideas and solutions to improve processes, procedures, and systems.
Consistently demonstrates high standards of integrity by supporting the Lifetime Benefit Solutions’ mission and values, adhering to the Corporate Code of Conduct and leading to the Lifetime Way values and beliefs.
Maintains high regard for member privacy in accordance with the corporate privacy policies and procedures.
Regular and reliable attendance is expected and required.
Performs other functions as assigned by management.
Minimum Qualifications
NOTE
We include multiple levels of classification differentiated by demonstrated knowledge, skills, and the ability to manage increasingly independent and/or complex assignments, broader responsibility, additional decision making, and in some cases, becoming a resource to others. In addition to using this differentiated approach to place new hires, it also provides guideposts for employee development and promotional opportunities.
Level I
High School diploma or equivalent, customer service experience preferred.
Entry level position. Duties performed under close supervision.
Communication skills across multiple channels including, but not limited to, voicemail, email, outbound calls, etc.
Ability to multi-task in order to efficiently resolve customer concerns, by actively listening to the customer, navigating screens on the computer, typing call documentation, and speaking to the customer simultaneously.
Excellent computer skills required, including the ability to navigate in a Windows environment. Skillful at working between multiple programs and applications at the same time.
Adept at communicating effectively and diplomatically while working as a collaborative team member.
Organizational, reasoning and problem-solving skills.
Strong organizational skills and ability to prioritize, multitask, and work in fast paced environment and remain professional and focused under multiple pressures and demands.
Work occasional overtime as required to meet business needs.
Level Il - in addition to Level I requirements:
Performance rating of “Performing” or above for past 12 months.
Ability to support specialized Groups to provide custom rules and regulations as applicable based on multiple lines of business.
Ability to assist with job shadowing and new employee training for multiple lines of business.
Ability to efficiently resolve complex & escalated issues with minimal direction.
Advanced system and navigational skills.
Takes accountability and ownership of issues and resolution with minimal supervision.
Provides expertise, daily support, mentoring, coaching, and guidance to other advocates.
Demonstrates global thinking and takes initiative to recognize opportunities within the team.
Physical Requirements
Work is completed in a normal office environment under fluorescent lighting.
Ability to use a headset to listen to customer conversations required.
Must be able to function while sitting at a desk viewing a computer and using a keyboard and mouse for 3 or more hours at a time.
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The Lifetime Healthcare Companies aims to attract the best talent from diverse socioeconomic, cultural and experiential backgrounds, to diversify our workforce and best reflect the communities we serve.
Our mission is to foster an environment where diversity and inclusion are explicitly recognized as fundamental parts of our organizational culture. We believe that diversity of thought and background drives innovation which enables us to provide leading-edge healthcare insurance and services. With that mission in mind, we recruit the best candidates from all communities, to diversify and strengthen our workforce.
OUR COMPANY CULTURE:
Employees are united by our Lifetime Way Values & Behaviors that include compassion, pride, excellence, innovation and having fun! We aim to be an employer of choice by valuing workforce diversity, innovative thinking, employee development, and by offering competitive compensation and benefits.
In support of the Americans with Disabilities Act, this job description lists only those responsibilities and qualifications deemed essential to the position.
Equal Opportunity Employer