Customer Service Rep, Lead

MemorialCare Health System Garden Grove, CA
Job Summary:

Customer Service Lead must be able to perform multi-tasks while speaking with the customer and perform research functions as well as maintain a professional demeanor and standard of excellence.

Duties & Responsibilities:

* Must have a high level of computer knowledge and competency in multiple software system environments.

* Must be able to multi-task while speaking with the customer and perform research functions as well as maintain a professional demeanor and standard of excellence.

* This position requires the documentation of each phone call before the call is completed and may require further follow up with continued documentation of each subsequent call for fìnal resolution.

* Ability to handle large volume of telephone work in call center environment. Potentially 45 calls per day when call volume requires it.

* Must meet daily call standard and document calls accurately.

* Assists physicians, provider offices, health plans, and members with issue resolution, claims status calls, and referral management calls.

* Skill level defined by the outcome of the positive support provided by Customer Service to all other departments in Greater Newport Physicians, Edinger Medical Group, UC Irvine, MemorialCare Medical Group, ACO's and Physician Services.

* Assists in orienting and/or education of new members and acts as the first point of contact to potential new members. B. Interfaces with health plans general policies and procedures as enumerated by their insurance policy. g. Required to process monthly mailings to new members and other mailings when deemed necessary by management.

* Projects an image of professionalism in communication, appearance and conduct.

* Participates in the continuous quality improvement process'

* Maintains a working knowledge of department standard operating procedures.

* While performing the duties of the job, the employee is occasionally required to sit walþ stand, use hands to finger, handle or feel, reach with hands and arms and speak fluently. Must be able to lift heavy materials up to 10 pounds. Occasional reaching, stooping, bending, kneeling, crouching and driving (if applicable). Specific visions abilities required by this job include close vision, distance vision, peripheral vision and ability to adjust focus.

* Working hours Tuesday-Friday from 10:30am-7:00pm and Saturday from 8am-5:00pm.

Qualifications:

* 1-2 years customer service experience in a healthcare environment or other related field of customer service preferred.

* Call center experience necessary in a fast paced setting.

* Some medical terminology required.

Education:

* High school graduate or equivalent required