Customer Service Representative providing support for clients and their pets at a veterinary clinic. Managing appointments, addressing inquiries, and ensuring a positive customer experience.
About the role
- Customer Service Representative providing support and resolving inquiries for Independent Health members. Engaging empathetically and accurately documenting customer interactions in a hybrid work environment.
Responsibilities
- Provide excellent customer service when responding to customers and de-escalate customers as needed.
- Relay accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries.
- Document all calls accurately and timely.
- Escalate issues to the appropriate resources as outlined in policy and procedure guides.
- Meet or exceed all quality, productivity, accuracy, and call identification goals as stated in the most current departmental policy.
- Maintain technical knowledge regarding Independent Health’s contracts and benefits and working knowledge of policies, procedures, and updates daily.
- Attend required training sessions as needed (including remote and onsite learning).
- Provide accurate and up-to-date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standards.
Requirements
- High school diploma or GED required.
- Prior experience and success working in a customer service focused environment required.
- Previous experience working in a call center preferred.
- Knowledge of CPT codes, ICD-9 coding, and medical terminology preferred.
- Excellent written and verbal communication skills.
- Ability to communicate with internal and external customers effectively and efficiently.
- Must be able to work collaboratively.
- Ability to think critically and listen with intent to understand.
- Ability to adapt behavior based on constructive feedback to improve job performance.
- Proficient in problem solving and ability to prioritize accordingly.
- Microsoft Office experience required with the ability to talk and type simultaneously.
- Must demonstrate proficiency in balancing keyboard accuracy with speed, the ability to correctly transmit data, and the ability to work efficiently while producing excellent customer service experiences.
- Strong organizational and time management skills.
- Ability to assume responsibility and maintain confidentiality.
- Strong sense of accountability is required.
- Flexibility to work additional hours as required by department.
- Flexibility in shift assignment required.
- Must have availability to work a shift between 8:00 a.m. and 8:00 p.m. during normal business hours.
- Weekend shifts and holidays may occasionally be required.
- Ability and willingness to meet with customers face to face at alternate locations when business needs require.
- Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.
Benefits
- full range of benefits
- generous paid time off
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