Primary Responsibilities:
Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as eligibility, benefits, providers and claims
Help guide and educate customers about the fundamentals and benefits of consumer-driven health care topics to include managing their health and well-being
Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Provide education and status on previously submitted pre-authorizations or pre-determination requests
Meet the performance goals established for the position in the areas of: service levels, call quality, customer satisfaction and attendance (among others)
Other duties or project may apply Required Qualifications:
1+ years of customer service experience analyzing and solving customer problems OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
Demonstrated familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
Ability to work 40 hours / week during standard business operating hours Monday - Friday from 7:00am - 11:00pm. It may be necessary, given the business need, to work occasional overtime, weekends or during high season (October to January)
Bilingual Spanish/English proficiency
Preferred Qualifications:
Call Center experience
Healthcare experience
Medical terminology experience
TPIS is an Equal Opportunity Employer (EEO Employer / Affirmative Action for Females / Disabled / Veterans). We comply with all Federal, State and Local laws regarding nondiscrimination.
Job Type: Full-time
Pay: From $13.00 per hour
Expected hours: 40 per week
Schedule:
8 hour shift
Day shift
Monday to Friday
Night shift
Experience:
Customer service: 1 year (Required)
Call center: 1 year (Required)
Language:
Bilingual (Required)
Work Location: In person