Associate Customer Service Representative
Highmark Health, Concord, NH, United States
JOB SUMMARY
This job handles customer inquiries by telephone and/or email and/or in person from individual members, groups, providers and brokers in a customer service center. Troubleshoots and resolves customer complaints. Ensures that responses to inquiries are completed timely and according to established service and quality standards.
ESSENTIAL RESPONSIBILITIES
Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
Meet all production, quality, and adherence standards. Attends all required training classes.
Elevate issues to next level of supervision, as appropriate.
Maintain accurate records, including timekeeping records.
Other duties as assigned or requested.
EDUCATION (REQUIRED)
High School Diploma or GED
SUBSTITUTIONS
None
PREFERRED EDUCATION
None
EXPERIENCE (REQUIRED)
6 months of Customer Service in a customer facing role
EXPERIENCE (PREFERRED)
Customer Service in a call‑center environment
Customer Service in a Healthcare related call‑center environment strongly preferred
LICENSES or CERTIFICATIONS (REQUIRED)
None
LICENSES or CERTIFICATIONS (PREFERRED)
None
SKILLS
Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
Ability to take direction and to navigate through multiple systems simultaneously.
Ability to maintain composure under stressful and fast‑paced conditions.
Strong written and verbal communication skills
Ability to communicate complex information in a simple, customer facing way
LANGUAGE (OTHER THAN ENGLISH) None
TRAVEL REQUIREMENT 0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type
Office-based
Teaches/Trains others regularly
Rarely
Travels regularly from the office to various work sites or from site‑to‑site
Does Not Apply
Works primarily out‑of‑the office selling products/services (Sales employees)
Does Not Apply
Physical Work Site Required
No
Lifting up to 10 pounds
Constantly
Lifting 10 to 25 pound
Rarely
Lifting 25 to 50 pounds
Rarely
COMPLIANCE REQUIREMENT This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
PAY RANGE Minimum: $19.39
Maximum: $24.19
EEO STATEMENT Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
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ESSENTIAL RESPONSIBILITIES
Resolve customer inquiries and complaints via written, telephonic and face-to-face communication in a timely and accurate manner.
Prepare adjustments for services not properly processed, either systematically, or by forwarding to the appropriate area for follow up and resolution.
Meet all production, quality, and adherence standards. Attends all required training classes.
Elevate issues to next level of supervision, as appropriate.
Maintain accurate records, including timekeeping records.
Other duties as assigned or requested.
EDUCATION (REQUIRED)
High School Diploma or GED
SUBSTITUTIONS
None
PREFERRED EDUCATION
None
EXPERIENCE (REQUIRED)
6 months of Customer Service in a customer facing role
EXPERIENCE (PREFERRED)
Customer Service in a call‑center environment
Customer Service in a Healthcare related call‑center environment strongly preferred
LICENSES or CERTIFICATIONS (REQUIRED)
None
LICENSES or CERTIFICATIONS (PREFERRED)
None
SKILLS
Knowledge of principles and processes for providing customer service, including customer needs assessment and meeting standards.
Ability to handle many tasks simultaneously and respond to customers and their issues promptly and professionally.
Ability to take direction and to navigate through multiple systems simultaneously.
Ability to maintain composure under stressful and fast‑paced conditions.
Strong written and verbal communication skills
Ability to communicate complex information in a simple, customer facing way
LANGUAGE (OTHER THAN ENGLISH) None
TRAVEL REQUIREMENT 0% - 25%
PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS Position Type
Office-based
Teaches/Trains others regularly
Rarely
Travels regularly from the office to various work sites or from site‑to‑site
Does Not Apply
Works primarily out‑of‑the office selling products/services (Sales employees)
Does Not Apply
Physical Work Site Required
No
Lifting up to 10 pounds
Constantly
Lifting 10 to 25 pound
Rarely
Lifting 25 to 50 pounds
Rarely
COMPLIANCE REQUIREMENT This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.
As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy.
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.
PAY RANGE Minimum: $19.39
Maximum: $24.19
EEO STATEMENT Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.
#J-18808-Ljbffr