Customer Service Representative - REMOTE

MPF Federal is seeking a Customer Service Representative to work remotely with strong customer service experience; must be computer savvy - able to maneuver between multiple windows, and application systems simultaneously, ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook; High-Speed Internet / direct connection to a modem and distraction-free area to work / professional background a must.

Compensation starting at $15.00 per hour - Depends on a variety of factors and SCA determination.

Responsibilities include but are not limited to:

·        Provides excellent Customer Care to our Veterans and Providers

·       Answer incoming phone calls from customers and identify the type of assistance the customer needs. Requires some Veteran and Provider outreach as needed.

·       Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

·       Assist customers in navigating CCN websites while encouraging and reassuring them to become self-sufficient in using our tools

·        Respond to questions from In-Network providers to verify Veteran benefits.

·        Ensure patient confidentiality with the handling of all patient health information and records 

·        Research complex issues across multiple databases. It requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue with the caller.

·       Communicate all issues with leader

·       Respond to or refer incoming calls in a prompt, pleasant, and professional manner

·       Remain in the call queue at all times unless permission to leave is approved

·       Process  requests in a timely fashion

·       Work effectively in a structured, production environment

·       Adhere to daily schedules and assignments

·        Policy/process identification and improvement

·        Ongoing quality improvement for Veteran and Provider interactions

·       Maintain strict member and company confidentiality

·       Perform other related duties as assigned

Qualifications:                                                                                               

·        High School Diploma / GED (or higher)

·        Ability/Flexibility to work any of our 8-hour schedules during regular business hours of 6am-7pm CST, Monday – Friday.

·        2+ years of experience in a medical or health insurance environment. Includes claims processing, claims customer service, hospital, or medical/dental provider office, appointment scheduling,  etc.

·        Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.)

·        Proficient in Microsoft Office suite

·        Must have a workspace in the home with a door and no distractions

·        Ability to multi-task

·        Metric focused & ability to consistently meet productivity standards

·        Typing Test = 35 WPM to qualify for Soft Skills

·        Excellent verbal and written communication skills including strong telephone etiquette and interpersonal skills

·        Engaging/ outgoing personality

·        Strong customer service skills

·        Exhibit solid organizational skills, flexibility, time management, and attention to detail in a goal-orientated environment

·        Experience in a related environment (i.e. office, administrative, clerical, etc.) using phones and computers as the primary job tools

·        Must be computer saavy - able to maneuver between multiple windows, application systems simultaneously, ability to create, copy, edit, save and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook

·        Past customer call center experience desired

·        Past experience working in a metric production-based environment a plus