Customer Service Representative

Customer Service Representative

Healthcare Inbound Call Center Representatives – REMOTE WORK FROM HOME – Corporate Advanced Imaging (CAI) Provider call servicing

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, and India. Our ‘right shore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Overview:

• The 4-Week Training Schedule is Monday - Friday 7:00am - 4:00pm PST (Pacific Standard Time)
• The Projected Production Schedule is Monday - Friday 7:00am - 8:00pm PST (subject to change per the business need)
• Our Agents earn $14 per hour
• Agents in training and production are eligible to earn a $1 per hour differential (agent must have a minimum of 78 hours worked in the pay period), bi-weekly attendance incentives & monthly KPI incentives (after successfully completing training & nesting)
• Customer Service Representatives deliver exceptional support to both new and existing members and providers by assisting with billing and claims inquiries, enrollment and eligibility verification, benefits inquiries, provider changes and provider searches, ID card requests, authorization status checks, CPT code lookups, pharmacy inquiries, transportation coordination, dental and vision benefits, general information requests, and managing grievances and appeals.

Key Roles and Responsibilities:

• Call Center environment
• Handling a high volume of inbound calls for Healthcare Member and Provider inquiries
• Maintain awareness of the way performance and actions affect members.
• Web camera visibility
• Schedule Flexibility

Key Performance Indicators:

• Inquiry Accuracy and Completeness
• Productivity
• Call Resolution
• Overall Satisfaction
• Call Handle Time

Reporting Structure:

• Reporting to a Supervisor and Manager

#IND-FS

Qualifications - External

Qualification & Experience:

• Customer service experience
• Healthcare experience
• Call Center experience
• Data entry experience
• Must have a private workstation to perform your work
• Must have Internet to include a router with Ethernet jack for connectivity to PC (100mps download/20mps upload)

Know How

• Ability to navigate multiple computer screens
• Ability to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously
• Must be reliable and punctual
• Work effectively in a team environment
• Work independently without constant supervision
• Positive professional attitude
• Detail-oriented
• Computer literate
• Strong reading comprehension and writing skills
• Problem-solving skills.