CALL CENTER AGENT JOB DESCRIPTION

CALL CENTER AGENT JOB DESCRIPTION

CALL CENTER AGENT JOB DESCRIPTION

Essential Functions (Medical):

 

• Resolves and inputs provider/client requests into tracking system according to established guidelines. Ensures proper, accurate records, files, databases are set up and maintained.
  

• Document all inquiries within contact management system, follows appropriate guidelines for notepad documentation, and assigns case accordingly.
  

• Ability to use and interpret multiple systems for claims research, contract interpretation, Fee Schedule rates and provider network status
  

• Ability to interpret and understand claim systems
  

• Capacity to understand and interpret client and provider contracts while working with callers
  

• Provides customer satisfaction to both internal and external customers and strives to continuously improve service delivery.

Requirements

 

• High School Diploma
  

• 1 + years' customer service experience
  

• Familiarity with telephone techniques and skills
  

• Ability to utilize PC keyboard efficiently and accurately. Proficient data entry skills.
  

• Working knowledge of personal computers and ability to navigate through software applications.
  

• Demonstrated verbal communication skills and ability to convey information clearly and effectively
  

• Ability to effectively handle multiple tasks in a fast paced environment
  

• Ability to identify problem issues and determine the appropriate course of action/redirection within department guidelines required to resolve issues
  

• Ability to resolve issues of conflict in a tactful and professional manner and to effectively diffuse irate callers