The Customer Service Telephony Representative primary function is to monitor and follow up on missed telephony calls.  The Customer Service Telephony Representative will also answer the phone lines and triage calls. The Customer Service Telephony Rep is responsible for responding in a timely, professional, and courteous manner to customer inquiries and complaints. When the telephony calls have been completed then, the Customer Service Telephony Representative will focus on completing follow-up calls regarding the change of a caregiver, and assisting clients with completion of surveys about services that they receive. The Customer Service Telephony Representative will provide effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as communicating effectively with team members within the customer service department. When the call volume is low, the Customer Service Telephony Representative will aid the Customer Service Department with scheduling fill-ins, and any additional activities that are needed.

The Customer Service Telephony Representative will work Tuesday thru Saturday from 8:00a to 4:30p.

DUTIES AND RESPONSIBILITIES

Review Telephony & make follow-up reminder calls as needed. Answers inquiries by clarifying desired information; researching, locating, and providing information in a timely and accurate manner. Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Complete/Update reports assigned. Completing Special Projects assigned by leadership team. Notify supervisor of ongoing problems. Performs other related duties assigned.

 

COMMUNICATIONS

Assures the confidentiality of all communication, including written, verbal and computer information. Paying special attention to management and company proprietary or confidential topics, data, and plans which you may be privy to in this position. Manages schedule and time in accordance with duties. Organizes and facilitates project/program specific meetings and training as necessary to successfully complete tasks. Maintains an open-door policy to resolve client and staff concerns. Maintains confidentiality of patient information adhering to HIPAA regulations.

 

PROFESSIONAL STANDARDS

Maintains a professional standard of conduct, projecting a positive image of the agency always. Complies with operational protocols and safety policies and procedures. Adheres to all policies and practices of the agency to maintain established Standards of Care. Adheres to all human resource policies set forth in the application operational practices.

PROFESSIONAL DEVELOPMENT

Continually strive to improve by broadening and deepening knowledge through activities such as formal education, attendance at workshops, conferences, participation in professional and related organizations, and individual study and reading. Attends mandatory educational sessions.

 

QUALIFICATIONS

High School diploma or GED equivalent required. Strong customer service skills and previous customer service experience. Knowledge of medical terminology/Coding experience necessary Problem solving skills. Data Entry Skills Multitasking Computer skills and proficiency in Microsoft Office Suite Excellent verbal and written communication skills Able to maintain confidentiality. Able to work under minimal supervision.

 

REQUIRED EDUCATION/EXPERIENCE

High School Diploma or GED equivalent required Strong customer service skills & 2+ years of previous customer service experience (i.e. scheduling, taking inbound calls and making outbound calls) 2+ years of experience with case management systems Knowledge of medical terminology Problem solving skills Data entry skills Excellent computer skills and proficiency in Microsoft Office suite Excellent verbal and written communication skills Able to maintain confidentiality Able to work under minimal supervision