Randstad Customer Service Representative in Silver Spring, Maryland
Customer Service Representative
location:Silver Spring, MD
salary:$14 - $16 per hour
date posted:Tuesday, March 13, 2018
To Apply Email: email@example.com
Pay:$14-$16 per hour
What you will be doing:
Increase customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information. Build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.
Be available to handle member inquiries. Represent Health Plan by answering and documenting all incoming contacts to determine their nature, and respond to complex calls related to specialized product lines or queues.
Respond with empathy to complaints and concerns from members concerning health plan benefits, account status, payment history, and medical services.
Initiate contact with the appropriate health plan, medical group and facility personnel to obtain information relevant to the concern or inquiry as needed.
Evaluate data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery.
Document according to procedure. Assist department in reaching call handling goals, first contact resolution goals, complaint resolution compliance, member retention and making return contact as warranted.
Complete required training (including, but not limited to, annual certifications) and understand how to use tools available to recall necessary information.
Effectively diffuse anger, tension, and hostility, within regulatory guidelines, of members expressing concerns about the company.
Maintain awareness of the way performance and actions affect members and the company financial stewardship.
Be open and receptive to feedback, and change behavior to improve performance.
Working hours: 8am-8pm
High School Diploma Required - Bachelors Preferred
2-4 Years Experience in Customer Contact Role
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad. EEO Employer: Race, Religion, Color, National Origin, Citizenship, Sex, Age, Disability, Ancestry, Veteran Status, Genetic Information, Service in the Uniformed Services or any other classification protected by law.