Member Services Representative |
| Nov. 05, 2009 - Nov. 05, 2010 |
| Location: | St. Petersburg, FL |
| Employment Type: | Full Time |
| Department: | Member Services |
| Description: | The Member Service Representative (MSR) Level I receives and processes calls from customers, serves as the end to end point of contact to resolve customer issues with impeccable customer service. Responsible for servicing assigned customers while making informed decision under the supervision of a Team Lead and/or Management. Analyzes and resolves issues to ensure customer satisfaction with all aspects of services rendered. Must demonstrate expertise in the execution of state and federal regulations as well as Universal Health Care Group policy, procedures and products. |
| Duties: | Handle inbound customer calls or e-mail requires for assigned customer, providing a single point of contact for the specific transaction or issue
Act as the single point of contact for assigned Universal Health Care members on order to facilitate and/or expedite interactions within the company
Initiates customer contact to ensure satisfaction with service provided
Thoroughly researches assigned ticket issues and takes appropriate action to resolve and meet turnaround time requirements and quality standards
80%+ amount of time spent telephonically
Develop tickets requiring additional information in order to make a final determination on the disposition
Update and maintain information in Fortuna account database
Assist management with special projects, as needed
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| Qualifications: | High School diploma, or equivalent
Two years customer service experience required
Healthcare experience, preferred
Bi-lingual, preferred
Experience/knowledge of healthcare industry, preferred
Ability to identify problems, analyze alternative solutions and take action necessary to resolve issue
Good organization skills
Good diction, voice quality and clarity of speech
Must be able to communicate effectively through oral and written methods to members, providers and internal customers
Ability to work flexible schedule
Ability to work overtime as necessary |
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