Customer Service Representative

Russell Tobin's client, a leading health insurance company is hiring a Customer Service Representative at Phoenix, AZ (Hybrid)

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Employment Type: Contract

Location: Hybrid (local to Phoenix AZ) Required 1st day onsite and once a month

Pay rate: $18-$20/hr

Responsibilities:

• Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, written communication and/or in person.
• Answer a diverse and high volume of health insurance related customer calls and correspondence daily.
• Meet quality, quantity and timeliness standards to achieve individual and department performance goals as defined within the department guidelines.
• Explain to customers a variety of information concerning the organization’s services, including but not limited to, contract benefits, changes in coverage, eligibility, claims, provider networks, etc.
• Consult and coordinate with various internal departments, external plans, providers, businesses, and government agencies to obtain information and ensure the resolution of customer inquiries.
• Document and record facts in regard to inquiries and correspondence by updating files and system.
• Demonstrate and maintain a current working knowledge of the required systems, procedures, forms and manuals.
• Utilization Management-related accountabilities for FEP staff include:
• Review of healthcare service requests for completeness of information
• Collection and/or transfer of non-clinical data
• Utilization Management-related accountabilities for Provider Assistance staff include:
• Review of healthcare service requests for completeness of information
• Collection and/or transfer of non-clinical data - Collection of defined clinical data using structured scripts or tools
• Activities that do not require interpretation of clinical information or decisions regarding utilization of any clinical criteria for handling of a request for healthcare services or treatment

Requirements:

• 1 years of experience in claims examination, health insurance, customer service, call center, medical office, or other healthcare-related field
• High-School Diploma or GED in general field of study
• Type 30 to 35 words per minute with 5% error rate or less

Preferred Requirements:

• 2 year(s) of experience in claim processing, customer service, call center, health insurance, medical office, or other healthcare-related field
• Associate's Degree in general field of study
• Advanced bilingual (Spanish/English) skill in verbal communication - Mi Consejero Azul only
• Intermediate bilingual (Spanish/English) skill in written communication - Mi Consejero Azul only
• A valid Arizona driver license with an acceptable driving record if travel is required (e.g. regional employees)
• Active, current, and unrestricted AZ Department of Insurance Health Insurance License for member concierge, Mi Consejero Azul, or areas supporting sales

Benefits that Russell Tobin offers:

• Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.