To respond to member and provider issues and inquiries. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and provides the highest level of customer service.
Education and Experience
High school diploma or equivalent; minimum one (1) year Call Center experience in a MCO setting and/or working with the public is a service environment, preferred; previous customer service or call center experience preferred.
Special Skills, Licenses and Certifications
Excellent verbal and written communication skills, ability to relate and connect with callers, good phone voice, patience, good problem resolution skills and the ability to show empathy when appropriate. Enjoys assisting callers and working with the public in sometimes stressful situations. Ability to de-escalate angry callers. Bi-lingual in Spanish may be required. Valid California driver’s license and proof of current automobile insurance compliant with PHC policy are required to operate a vehicle and travel for company business.
Performance Based Competencies
Typing 25 wpm.
Work Environment And Physical Demands
More than 50% of work time is spent using a headset, keyboard and multiple computer monitors.
All HealthPlan employees are expected to:
IMPORTANT DISCLAIMER NOTICE
The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.