POSITION PURPOSE: This position is the face of the office. It requires that quality customer service is delivered to all clients via telephone or direct contact, provides general office support to all staff, and maintains the office fully stocked with the necessary supplies. ESSENTIAL JOB DUTIES AND RESPONSIBILITIES: Communicating courteously with customers by telephone, email, letter and face to face, supporting and answering any inquiry presented, related to operations, benefits and claims process. Responding to customer inquiries professionally within the turnaround time established for the area, providing systematic follow-up and feedback to improve our service and process. Review and entering payment information in the system within the established turnaround time Send reports to individual agencies of pending/return payments Contacts customers to gather any payment information pending and communicate disposition of case Provide and support all departments with the Explanation of Benefits requested Develops relationships with all levels of clients and achieve positive reviews about service and responsiveness. Greet all visitors accordingly Keep office and kitchen stocked with necessary office supplies, maintain inventory, and order when needed Maintain Reception Area Maintain Distribution and Phone List updated for all departments Recording details of comments, inquiries, complaints and actions and/or answers given in the appropriate system. Keep track of all calls and prospective clients Other duties from time to time as determined by management. Qualifications DESIRED MINIMUM QUALIFICATIONS: Good oral and written communication skills Excellent Analytical skills Detail oriented Independent and self-motivated Able to deliver excellent customer service, externally and internally. Able to work under pressure Team Player Able to react effectively and calmly to emergencies Ability to Multi-task Computer literate with good keyboard skills. Complete Fluency in English and Spanish Good presentations skills, to a small or large audience Skills to take ownership of a problem and help to create a solution EDUCATION AND EXPERIENCE: Associates Degree or higher 3+ years experience in Customer Service, dealing with very demanding clients in different countries. Familiar with standard concepts, practices, and procedures of Health Insurance Relies on experience and judgment to plan and accomplish goals NECESSARY KNOWLEDGE: Excellent computer skills with proficiency in Microsoft Word, Excel, PowerPoint and Outlook. Experience working within healthcare industry and claims Experience working within a call center environment a plus
