CCO Service Agent
Skills
Analytical SkillsContact Center OperationsContact CentersContent Management SystemsCustomer Relationship ManagementHealthcareRoot Cause
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- High School Diploma or GED from an accredited institution
- Prior experience in a customer service environment
- Experience participating in cross-functional projects and departmental initiatives related to customer/client interaction and customer service
- Working experience in a fast-paced environment
- Proficient in Microsoft Office Suite applications including Excel Word and Outlook
- Associate’s or Bachelor’s Degree from an accredited institution or equivalent work experience
- Proven track record of exercising independent thinking problem solving and achieving goals
- Knowledge and experience with a traditional and/or omnichannel contact center with emphasis in the healthcare industry
- Experience navigating multiple technologies including a Customer Relationship Management System
- Basic knowledge of operational health plan departments and functionality
- Working knowledge of Microsoft Office Power Point
- Excellent verbal and written communication and the ability to document grammatically correct emails communications and presentations
- Basic understanding of call center metrics including Average Handle Time AHT Quality etc
Nice to have
- Independent thinker
- Problem solver
- Detail oriented
- Adaptable
- Team player
- Customer focused
Day to day
- Provides excellent customer service to members and providers across eligibility benefits claims and product questions through calls emails chats and other contact channels.
- Resolves complaints de-escalates upset customers and supports investigations root cause analysis and follow-up actions to improve service outcomes.
- Maintains accurate documentation protects confidential health information and works flexibly across late shifts weekends holidays and service disruptions.