Customer Service Representative I

Customer Service Representative I

Training: Monday-Friday, 9:00am-5:30pm EST

Regular shift: Monday-Friday, 10:30am-7:00pm EST

Starting pay rate: $17.75/hour

Who are we?

Versant Health is one of the nation's leading administrators of managed vision care, serving over 35 million of our clients' members across the United States. Our purpose is to make healthy vision a reality for everyone by improving access to care and education in the communities we serve. Fueled by our mission to improve members' lives with easy-to-use vision solutions rooted in choice value, and care, we believe that everyone has the power to become anything they set their sights on.

See how you can make a difference with the support of strong leadership and a team environment.

Versant Health: Making Healthy Vision a Reality for Everyone

What are we looking for?

The Customer Service Representative I responds to customer service inquiries including, but not limited to, benefit information and timely fulfillment of requests for Versant Health Membership, Providers, and Client Representatives. Additionally, this role acts as a liaison with internal and external Versant Health business partners to provide exceptional customer service experience.

Where you will have an impact

• Provide exceptional customer service while answering incoming Member and Provider telephone inquiries in a respectful and courteous manner
• Utilize proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards (i.e. knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships)
• Act as a liaison coordinating efforts between Member, Provider, Client Representatives and the manufacturing facilities
• Identify and perform requirements related to specialty services including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry
• Shadow perspective associates and new associates during initial instruction, including providing feedback to the hiring management team and trainer
• Probe and identify the critical content of inquiries and route callers as appropriate; Achieve and maintain individual Key Performance Indicators (e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures
• Perform in adherence to the company core values including but not limited to privacy, confidentiality, and proprietary company policies and procedures (i.e. HIPAA)
• Participate in any training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals, as well as the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements
• Review educational notifications and remain current on procedural changes
• Maintain flexibility in work schedule as business needs require
• Perform additional duties as assigned

What’s necessary to do the job?

Competencies:

• Communication: Communicates clearly and effectively.

• Service Focus: Demonstrates a strong commitment to customer and stakeholder satisfaction. 

• Technical Capacity: Demonstrates the ability to effectively use tools, systems, and technology relevant to the role.

• Business Acumen: Understands the organization's goals and applies sound judgement to align work with strategic priorities.
• Quality of Work: Maintains strong attention to detail, ensuring accuracy and consistency in all work.

Essential Responsibilities related to Physical Demands/Work Environment:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the associate is required to stand, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time.  The associate is occasionally required to stand, walk, and reach with hands and arms.   The associate must frequently lift and/or move up to 20 pounds.  The noise level in this location is moderate (use of computers, printers and machines). Ability and willingness to travel as required.

HIPAA & Security Requirements

All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program.

We offer a comprehensive and competitive total rewards package designed to support your health, financial well‑being, and work‑life balance. Benefits include medical, dental, and paid vision coverage; paid time off and company holidays; retirement savings with employer contribution; employee wellness resources; and professional development opportunities. Additional benefits may include flexible work arrangements, employee assistance programs, and other programs that support you both at work and beyond.

Versant Health will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

Our purpose is to make healthy vision a reality for everyone by improving access to care and education in the communities we serve.

Fueled by our mission to improve members’ lives with easy-to-use vision solutions rooted in choice, value, and care, Versant Health believes that everyone has the power to become anything they set their sights on. Our team is guided by core Leadership Principles—Perspective, Care, Drive, and Ownership—which shape how we work, lead, and grow together.

Our Management Team is committed to fostering a strong and supportive culture, cultivating a thriving work environment, providing clear direction, optimizing resources, enabling innovative solutions, and driving meaningful results.