Customer Service Representative - Waipahu, HI at Honolulu

Job Description

DEPARTMENT NAME: Customer Service
HIRING MANAGER: Supervisor, Customer Service

Responds to member and provider inquiries (phone, written or walk in) regarding all aspects of WellCare business, including claims, in a professional, timely, accurate and caring manner while consistently meeting all guidelines.

Essential Functions:

• Responds to member, provider and other inquiries via telephone, correspondence or lobby walk-in while meeting all corporate guidelines and performance standards.
• Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.
• Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative.
• Assists in the education of new members and in the re-education of existing members regarding health plan procedures.
• Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.
• Makes decisions that are consistent with the concept of a win-win-win for members, associates and WellCare.
• Demonstrates based behaviors such as initiative, accountability and value.
• Performs skills necessary to create a high-quality customer experience, as reflected through acceptable C-Sat scores, quality monitors and member feedback.

Job Requirements

Education: High School Diploma Experience: 6 months to 1 year practical work experiencePrevious experience in a call center or customer service environment (preferred)Licenses/Certifications: Customer service, quality or training certifications (preferred) Special Skills (e.g. 2nd language): Strong written and verbal communication skills and an ability to work with people from diverse backgroundsAbility to multi-task, good organizational and time management skillsAbility to act on feedback provided by showing ownership of his or her own developmentAbility to read, analyze, and interpret verbal and written instructionsAbility to write business correspondenceAbility to effectively present information and respond to questions from membersAbility to define problems, collect data, establish facts and draw valid conclusionsSeeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communicationTechnical Skills/Requirements: Knowledge of email systems such as Microsoft Outlook sufficient to communicate with both internal and external contactsKnowledge of Word and/or Excel sufficient to enter data
Country: USA, State: Hawaii, City: Honolulu, Company: WellCare Health Plans Inc..