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Customer Service Representative
Ref No.: 20-02678
Location: Bedford, Texas
Pay Rate : $ 12.56 - 22.99 /Hour
Customer Service Representative

Address: Bedford, Texas - REMOTE
Hours: Monday-Friday: 8 hour shift between 8:00AM-8:00PM

Pay: $16.00-$17.28/hour paid every Friday (unknown until first submission)
Contract Length: 06/29/2020 to 09/04/2020 (extension and permanent placement based on attendance and performance)
Openings: 1


Overview:
  • The Customer Service Representative (CSR) will answer inbound calls from Texas Medicaid/Medicare members, Providers, and external vendors with a willingness to help and care for the health of our members.  
  • The CSR will answer questions pertaining to benefit information, claim status, medical authorizations, health plan documents, appeals and complaints process and product information. 
  • There is minimal scripting to assist in the flow of the calls so the CSR is expected to use critical thinking, customer service skills, and research to resolve the issue in one call.  
  • All calls are recorded. 
 
CSR’s:
  • Are scheduled for eight hour shifts with two fifteen-minute breaks and a thirty-minute lunch.  
  • Adherence to the set schedule is imperative to meet individual and departmental goals of 92%.   
  • Are expected to have schedule the majority of their time away from the office and keep unscheduled time off at a minimum. 
  •  Attendance is evaluated daily and not meeting the company expectations will result in early termination of the assignment. 
  • May be asked to assist with training initiatives, special projects and perform other duties as assigned.
 
The Worker will be required to have access to the below:
 
  • A dedicated place to work from home where they will not be interrupted.
  • Broadband wired internet
  • A computer w/ monitor
 
Skills:
  • Ability to pass 7-year county background check and urine drug screen (medical marijuana card accepted)
  • Ability to sit/stand in a cubicle utilizing a computer and phone for the duration of their daily shift.
  • Strong customer Service and communication skills.
  • Proficient with using IE, Word, Excel, Skype and other internet based systems.
  • Ability to talk and type at the same time.
  • Ability to use online resources to handle calls while meeting 90% quality score
  • One year customer service experience, preferably in Managed Care.
  • Bilingual (English/Spanish) preferred