Overview of Job Responsibilities
We are is currently looking for new talent to join a growing Product Support and Customer Service Team that services one of our clients in the Healthcare Industry
Agents will be responsible for receiving inbound customer service calls with the goal of educating callers on what plan(s) best fit their insurance needs.
The goal is to utilize available tools to provide single call resolution and maintaining the utmost in customer satisfaction.
A combination of being a good listener, articulate, flexible, and possessing patience and empathy with a passion for helping others.
Essential Responsibilities and Deliverables
Thorough understanding of plans, their benefits and features.
Educating callers on what plan(s) best fit their insurance needs in a conversational manner utilizing probing questions.
Handle inbound calls in a courteous and efficient manner while utilizing listening and comprehension skills and proper grammar.
Provide optimal caller experience by effectively utilizing all resources to ensure single call resolution.
Maintain our high standard of professionalism and conduct.
Acquire caller and enrollment related information and input all information into multiple tools while multi-tasking with a 99% or greater accuracy rating.
Critical Working Relationships
Work closely with internal team and external Consumer customers
Accept feedback from Quality Analysts, supervisors, and other sources.
Qualifications, Knowledge, and Skills
Candidate must possess a high school diploma or equivalent
Type 35 WPM without errors
Basic computer skills
Excellent written and verbal communication skills
Professional grammar and ability to read and write English
Excellent listening and comprehension skills with an attention for detail
Multi-tasking (typing while navigating different interfaces and talking)
Availability to work flexible shifts including holidays, weekends and evenings
1 year or more inbound call center experience
Prior medical or health insurance experience
Knowledge of medical terminology helpful
Former sales experience
Measures of Performance
Agents are held to but not limited to metrics such as schedule adherence, average handle time, quality scores etc.
Good analytical and problem-solving skills
Ability to sit for long periods of time
Ability to work flexible shifts
Attention to detail
Laptop/desktop (no older than 3 years), Intel i5 core processor or equivalent AMD Processor
No Tablets or Chromebooks
Computer Type: PC compatible (no MACs)
Minimum OS Version: Windows 10 (with all recent updates)
Minimum Processor Speed: 1GHZ (1000MHZ) or better on multi-core processors, 1.4 GHZ (1400MHZ) on single-core processors
Minimum RAM: 4GB or greater
Minimum Graphic Resolution: 1024× 768
Sound card with speakers or headset for training audio (During call processing a headset that is attached to your phone is required)
Monitor Size: 17 inches or larger
Internet Browser: Internet Explorer 11.0 or higher, Chrome (current version)
Internet Connection: DSL, cable, or fiber optic hardwired (no dial-up, satellite, or 4G wireless connections)
Internet Speed: High Speed internet access, 10MBPS upload/download minimum
Anti-virus Software: Must have a current compatible version installed
USB Headset: PC headset, preferably with noise cancelling microphone, no wireless headsets