Customer Service Specialist

Job Title: Customer Service Advocate I

This position is a 100% remote opportunity! Must be able to work Monday-Friday 8:30AM-5PM CST!

Overview

• Serves as the first-line advocate that focuses on resolving inquiries, issues, or concerns for members and/or providers.
• Leverages a variety of communication channels to provide members and/or providers with timely, accurate, and personalized support on routine complaints.

Responsibilities

• Receives and responds to routine member and/or provider inquiries, requests and/or concerns in an accurate and timely manner
• Mitigates and prevents complaints from being escalated to resolve in initial contact
• Resolves basic problems by communicating the requested information regarding the assessment of the member or provider needs, understanding the cause, and determining if problems need to be routed to other departments for further resolution
• Maintains performance and quality standards based on established contact center metrics
• Provides customer service in a high pace contact center environment over the phone, via live chats and emails
• Documents all member or provider information and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
• Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
• Performs other duties as assigned

Requirements

• Minimum of 1 year experience working in a customer service-related position
• Minimum of 1 year experience working in a call center environment
• Minimum of 1 year experience with data entry
• Minimum of 5 years experience with Microsoft Office (Outlook/Word/Excel)
• Ability to work independently in a remote environment
• Strong critical thinking and problem solving skills
• Strong communication and interpersonal skills
• Ability to multi-task in a fast-paced environment

Preferred Requirements

• Minimum of experience with medical claims
• Medicaid knowledge

Education

• High School Degree required

OpTech is an equal opportunity employer and is committed to creating a diverse environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, status as a parent, disability, age, veteran status, or other characteristics as defined by federal, state or local laws.