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Customer Services Specialist
Frontendarts Pvt Ltd
Job ID: FA-0100-533
Open Since: Nov 25, 2019
Frontend Arts brings together the brightest minds to create breakthrough technology solutions, helping our customers gain a competitive advantage. We are continuously evolving how we work and how we look at business challenges, so we can continue to deliver measurable, sustainable solutions to our clients.
We are looking for a self-motivated "Customer Services Specialist" with excellent communication and customer service skills.
Minimum Experience: 6 Yrs
Roles & Responsibilities:
Respond to inquiries by telephone, mail and in-person; research and answer inquiries, complaints, and appeals by following all department standards, policies, and procedures; direct inquiries to supporting departments for appropriate action and resolution.
? Educate existing and potential members on policies, procedures, product offerings, benefit plan and coverage provisions related to all HAP products.
? Document all incoming inquiries accurately to track member inquiry history and trends. ? Practice and maintain confidentiality to Privacy and HIPAA regulations. Proactively seek training and development to enhance skills and abilities.
? Monitor workflow inbox and outstanding cases to ensure that all inquiries receive an appropriate response in a timely manner; Contact members (by phone/or in writing), as needed, to ensure timely resolution and follow-up to inquiry.
? Interact with support departments in a professional manner to ensure member needs are met. Develop and maintain strong business relationships with inter-departments; Continue to self-educate on changes in policies and procedures that occur in other departments which could have an impact on department operations and the servicing of members/customers.
? Attend training and development sessions or continuing education opportunities offered by Customer Service and maintain enhanced skill levels and performance.
? Interact with providers and their staff to obtain information for resolving customer inquiries/complaints.
? Ensure and maintain compliance with all department and corporate standards, policies, and procedures.
? Recommend process improvements based on observations and trends identified while interacting with internal and external customers.
? Coordinate and assist with various departmental projects, member enrollment periods, outreach activities and corporate initiatives.
? Perform other related duties as assigned.
? Associate’s Degree or a minimum of four (4) years of recent and related work experience in a customer service capacity may be considered in lieu of the degree.
? Course in Medical Terminology (required completion within six months of post-employment)
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