Customer Service Representative II

Saint Louis, IL

Full Time

Staffing

Entry Level

Summary

Reporting to the Staffing Manager, the Customer Service Representative II is responsible for promptly and professionally responding to inquiries. The Customer Service Representative will demonstrate excellent verbal and written communication skills. Strong human relations and organizational skills. Ability to handle high stress situations. Good judgment skills. Strong customer service skills. Ability to learn and operate multiple computer systems effectively and efficiently

This is an ideal position for an individual with a documented disability or receiving social security/disability benefits. Candidates with a documented disability will be strongly considered!

Position Type: Full Time
Days: Monday-Friday
Hours: 7am-4:05pm
Pay: $17-$18 based on physical location and the WDR
Travel: up to 10%
Location: STL Staffing Office/Alton Admin Offices/ Remote Location

Key Responsibilities

Responds to telephone inquiries from providers or representatives.
Establish and maintain rapport with contacts and present a favorable corporate image.
Educate and respond to customers on coverage, claim submission, and use of self-service offerings, billing and coverage issues not answered by the integrated voice response. Assist and educate providers on Medicare regulations.
Research Provider Inquiry electronic work processes and reference manuals throughout the process of making determinations to provide accurate responses in inquires and follow up.
Log all inquires and document/update clearly and accurately in the inquiry tracking systems.
Refer unusual or complex inquiries to Senior Customer Service Representatives.
Meet compliance requirements of Federal Privacy Act, Freedom of Information, Desk Disclosure Reference and conflict of interest and confidentiality.
Identify and refer potential fraudulent providers or beneficiaries to Complaint Screening.
Refer misdirected phone calls and unusual claims to appropriate areas.
Assist the department in meeting CMS performance metrics and quality and quantity standards.
Provide technical assistance by identifying and reporting system problems, and testing new enhancements.
Deal tactfully with internal and external customers and respond professionally. Provides feedback to management regarding customer issues, questions and needs.
Maintain records on complaints and other customer comments and makes recommendations for changes. Follows through on complaints until they are resolved or reports to management as needed
Ensures an outstanding customer experience and provide exceptional customer service Identify appropriate information and communicate clearly and professional to promote satisfaction.

Position Qualifications

Education: High School Diploma or GED required
Experience: Us. Residency for 3 of the last 5 years required for this position
Proficient with Microsoft Word, Excel and Outlook
Background checks: must pass criminal background check, various state and federal registry checks, pass DCFS abuse and neglect tracking system check and OIG, SAM, and OFAC searches.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

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Customer Service Representative II

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