Position Overview
The primary role of the Customer Care Specialist is to serve as the liaison between Zelis, our members and providers. Individuals who succeed in this role will demonstrate excellent customer service skills, which include strong verbal and written communication skills.
This position will be responsible for metrics such as average speed of answer, average hold time and average handle time;
all in an effort to best service our callers. Other requirements involve the delivery of prompt, accurate, and cost-effective service for clients, and to meet or exceed company and client expectations for service.
The individual will use problem-solving skills to resolve issues with diplomacy and accuracy.
Key Responsibilities :
- Answer incoming phone calls from healthcare providers, clients and members nationwide and identify the type of assistance the customer needs.
- Attempt first call resolution through provider education on both inbound and outbound calls.
- Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
- Attempt first call resolution through provider education, and by researching and exploring answers and alternative solutions;
implementing solutions with leadership; escalating unresolved problems to the appropriate department.
- Required to meet specific call center performance metrics of productivity and quality assurance.
- Performs other job-related duties as required.
- Maintain awareness of and ensure adherence to Zelis standards regarding privacy.
- Ensure compliance with HIPAA regulations and requirements.
Professional Experience :
- High School Diploma or equivalent is required
- 2+ years of experience within healthcare industry, preferable in a call center environment.
- Outstanding written & verbal communication skills
- Knowledge of MS Outlook, MS Word, MS Excel & Internet Explorer
- Strong prioritizing & organizational skills
- Excellent customer service & telephone skills
Work Environment :
- Travel requirements to (primarily) domestic destinations should not exceed 5%.
- A standard work week exists but with the understanding that additional time / effort outside of the usual parameters can / will occur based upon the overall needs of the integration, where deadlines exist and when necessary due to the needs of the integration team.
- A standard business environment exists with moderate noise levels.
- Ability to type on a keyboard
- Ability to lift and move approximately thirty (30) pounds on a non-routine basis.
- Ability to sit for extended periods of time.
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