Call Center Agent - Indianapolis, United States - Skill Demand

Description

Job Description

8:00 a.m. - 6:00 p.m.

Job Description:

Manage large volumes of inbound calls concerning premium payments, health

coverage, and general Medicaid program information. Identify the customer's

needs, clarify information, research every issue, and provide response in a

timely manner. Follow communication "scripts" and other documented

procedures when handling different topics. Meet personal/team production and

quality targets to exceed contract required response times for the call center.

Perform other duties as required based on business needs.

Requirements

Qualifications:

· Call center experience as well as previous experience in customer service,

health coverage, or health care claim billing procedures

· Strong verbal communication skills

· Excellent attendance record

· Knowledge of general insurance billing procedures

· Ability to learn quickly with attention to detail

· Proper grammar usage both written and verbal

Job Specific Skills/Essential Functions:

· Previous experience in a customer support role

· Knowledge of receiving and processing payment information

· Track record of over-achieving quota

· Strong phone and verbal communication skills along with active listening

· Ability to analyze requests and resolve inquiries by following established

guidelines for gathering data and routing requests to the appropriate area

· Customer focus and adaptability to different personality types

· Ability to multi-task, set priorities, and manage time effectively

· Ability to project a positive attitude and a high degree of self-confidence

· High school diploma

Note: Customer Assistance Call Center Training

• The training itself will take approximately 3 to 4 weeks.
• This includes instructor led training, learning modules completed on the computer and mentoring with an experienced agent. Training will occur on-site at our offices and remotely from resources home office environment.
• There are knowledge checks completed during the training and an assessment given at the end of the training (a 90% score is needed to pass)
• The hours during training are from 8:30AM to 5:00PM.
• The regular work shifts we are hiring for are during the hours of 8:00AM to 6:00PM (Monday – Friday).

**New staff will be given 2 weeks' notice before being transitioned from the training schedule to their regular assigned shift.**

**These roles will be a "hybrid" work schedule of remote & onsite on-going.**

Candidates selected will need to be in attendance daily at the required start time for the entire duration of the training period.

Any pre-planned appointments/vacations/time away should be avoided/rescheduled during training.