Customer Service Specialists in Lodi, CA at Volt

Date Posted: 3/14/2018

Job Snapshot

  • Employee Type:
  • Location:
    Lodi, CA
  • Job Type:
    Call Centers
  • Duration:
    24 weeks
  • Date Posted:
  • Job ID:
  • Contact Name
    Volt Branch
  • Phone

Job Description

Our Client, a not-for-profit, mission-driven Health Insurance Company is looking for Call Center Representatives in Lodi, CA.

  • Responds to and resolves various customer inquiries via telephone and correspondence, and resolves claims problems within established production and quality standards.
  • Answers incoming calls and written requests for information from members or providers promptly and accurately.
  • Composes routine and non-routine correspondence to answer member inquiries that require a written response.
  • Coordinates with other departments to ensure timely and appropriate responses.
  • Expedites and resolves complex issues and makes claim adjustments.
  • Educates others on product, providing accurate information and updates to policies and procedures, improving overall customer satisfaction in the process.
  • In the Lead role, deals with the most complex cases and issues as an individual contributor or may focus on mentoring and acting as a backup for supervisory responsibilities.
  • May assist in scheduling and coordinating team activities.
  • Typically provides input in hiring decisions and performance appraisals. Handles the highest level of escalated and unresolved calls.
  • Answer incoming Eligibility and Benefit and Claims calls from members and providers 
  • Respond to written correspondence from members and providers
  • Perform at established performance metrics in Quality, Adherence, Contact Resolution & Customer Satisfaction

Required Skills:

  • Ability to multi task (talk to caller while documenting call on the computer) and switch gears quickly
  • Experience successfully working in high pressure environment, resilient.
  • Understands and has ability to be at desk entire day while taking calls and documenting results with structured breaks and lunch.
  • Attention to detail (ability to use multiple systems with dual monitors, ability to verify identity using date of birth or other personal info, ability to quote and explain complex benefits using resources, determine incorrect claims processing, initiate adjustment, stop pays, and/or priority processing.
  • Clear and effective communication, both oral and written. Must be able to read out loud to caller.
  • Coordinates with other departments to ensure timely and appropriate responses
  • Order member supplies
  • May make changes to primary care physician Performs established performance metrics, such as quality, production; average handling time (AHT) and calls per hour (CPH)
  • Works with close supervision or detailed instruction Education Requirements
  • Clear and effective communication, oral and written Ability to multi task PC skills (with average typing speed of 35 WPM)
  • Customer Service experience and/or call center or heavy phones experience.

Volt is an Equal Opportunity Employer