Senior Customer Service Representative - #1606615

Overview

Receives, responds, and returns inbound phone calls. Screens incoming telephone calls to determine customer needs and to facilitate timely and appropriate services. Makes outbound calls to members for problem resolution and in structured telephone outreach programs aimed at improving quality and regulatory compliance. Provides timely and effective customer service to prospective external clients/customers in accordance with departmental and Agency standards. Determines customer needs and responds in a manner to ensure customer satisfaction. Works under general direction.

Responsibilities
• Screens incoming telephone calls to determine customer needs and direct clinical situation to appropriate clinical staff/program in a professional and timely manner. Makes outbound calls to members for problem resolution and in structured telephone outreach programs aimed at improving quality and regulatory compliance. Obtains demographic and other relevant data and enters in computerized customer care database.• Responds to and resolves non-clinical problems, complaints and issues in an accurate, effective and timely manner. Establishes effective working relationships and communications with customers, physicians, hospitals and internal contacts to ensure problem resolution.• Fulfills requests for information/literature as needed and relays requests to departments or programs. Makes periodic follow up calls to ensure receipt of information/literature, answer additional questions and/or concerns and assist in the decision making process.• Researches and responds to inquires or problems and obtains answers in a timely manner and follows up with customer or client to ensure satisfaction of service within prescribed time in adherence to departmental prescribed period of time.• Maintains correspondence (e.g., mail, written correspondence, faxes, etc.) and coordinates mailings to clients and providers, as needed.• Acts as Customer Care Center liaison to VNS Health staff, departments and programs to trouble shoot problems and ensure that on call information is accurate and updated.• Participates in telephone outreach programs that promote member retention, improved quality, and updates records on activities for Agency’s management for review.• Assists with planning and implementation of customer service and telephone responsiveness activities and projects. Analyzes, organizes and maintains records of customer service logs, performance reports and other data, as needed by management for review. • Participates in special projects and performs other duties as assigned.
Qualifications

Education:
High School Diploma or the equivalent required
Bachelor's Degree in Communications, English, Public Relations (equivalent work experience) or related field, or the equivalent preferred

Work Experience:
Minimum of two years customer service experience preferably in a health care setting required
Effective oral/verbal communication and customer service skills required
PC skills including Microsoft Windows, Word and Excel required
Bilingual skills may be required as determined by operational needs