Call Center / Customer Service Representative at Kforce Inc in Denver, Colorado
Posted in Other 12 days ago.
Job Description:
RESPONSIBILITIES:
Summary:
The Call Center/Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely and meaningful information. They will provide support to member inquiries and issues as they utilize the company plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
Responsibilities:
- Answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
- Initiates contact with the appropriate health plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
- Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
- Documents according to procedure
- Completes required training and understand how to use tools available to recall necessary information
- Develop a full awareness of the way performance and actions affect members performance guidelines (call handling, first call resolution, complaint resolution compliance, member retention and return contact as warranted)
- Promotes, ensures, and provides customer service to internal/eternal customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service
REQUIREMENTS:
- High School diploma/GED or equivalent
- Excellent written and verbal communication skills
- Demonstrated analytical and problem-solving skills
- Ability to read and respond briefly, clearly, and effectively
- Ability to think critically and problem solve
- Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
- Ability to understand relevant policies, processes, and customers
- Call center experience preferred
- Health insurance experience preferred
Shift/Hour Requirements:
- Training: Monday - Friday 8:00 AM - 4:30 PM MT
- Production Hours: Monday - Friday 7:00AM - 9:30 PM MT and Saturday and Sunday 7:00AM to 9:00PM MT
The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.
We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.
Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.
This job is not eligible for bonuses, incentives or commissions.
Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.
