Customer Service Representative - 100% Remote Michigan

RESPONSIBILITIES

• Answer inbound calls from US customers and address questions & concerns regarding their healthcare benefits.
• Handle incoming or outgoing phone calls to patients, clients and other customers while proactively gaining patient and order information.
• Work closely with patients and conduct conversations on therapy changes on targeted medications
• Knowledge in insurance, health care, requirements for dispensing, processing of referrals and providing customer education and routine assessment and problem identification.
• Must understand HIPAA compliance, as well as ensuring that patients remain adherent and compliant to their specific therapies.
• Must be able to communicate between levels of professionals with engagement with Doctors offices and Pharmacist
• Ensure timely and accurate billing for unbilled claims and ensure account payment for outstanding balance while demonstrating excellent customer service to patients
• Resolve insurance problems and patient issues that may have resulted from incorrect or incomplete information, therapy changes and pharmacy or shipping errors
• Maintain supporting chronological notes that details actions taken to resolve outstanding unbilled claims
• 6+ months of experience in high volume call center, 1+ years of "high level" empathetic customer service experience
• Educate customers on online self-service for updates and help troubleshoot these self-services.
• Empathize and resolve concerns to simplify the customer’s healthcare experience.
• Navigate through multiple computer applications with speed & accuracy.
• Adapt to learn new call types when business needs change & flex support in those areas.

WORK AT HOME REQUIREMENTS :

• High-speed internet with at least 25 mbps download speed (No Satellite, Wi-Fi, or Cellular / Wireless carrier hotspot or internet services)
• Must have a hard-wired internet connection via ethernet cable to modem / router that you own / are responsible for. (Continuum will ship you company equipment such as the PC, mouse, keyboard, etc.

to use on your network)

• Dedicated, quiet, & secured workspace with no distractions
• A USB Wired headset with noise canceling microphone.

ADDITIONAL REQUIREMENTS :

• 18+ years old & high school diploma / GED
• Entry-level position with a minimum of 6 months customer service experience
• Customer focused personality & desire to help people.
• Professional positive attitude & courteous telephone etiquette
• Full-Time schedule availability to meet business needs (Includes evenings and weekends)
• Willing to submit a drug test and background check.

BENEFITS & PERKS :

• $14-$15 per hour + overtime during peak needs
• Benefits Eligible After 60 Days
• Access Up To 50% Of Your Pay Immediately After Your Shift
• Health Insurance (Medical, Dental, Vision) & Other Benefits
• Pet Insurance
• Paid, Virtual Training
• Remote Work Environment
• Opportunity for Professional Development

Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience and current job performance.

Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon.

New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.