Remote Customer Experience Representative
About reputed company reputed company is the worlds largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to reputed company innovation and a comprehensive approach to care, reputed company provides services to more than 78,000 organizations and 163 reputed company individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which reputed company employees to reputed company healthier and more productive lives, while driving organizational reputed company. Visit reputed company.com to find out why 40% of the Fortune 500 choose reputed company for their mental health needs. Job Summary We are looking for a Customer Experience Representative to liaison between reputed company and our reputed company providers and clients in a call center environment. The successful candidate will be reputed company to accept ownership for effectively resolving customer issues, complaints and inquiries, ensuring complete client satisfaction. Primary Responsibilities reputed company full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns Allow the caller to reputed company their needs, concerns, and questions without interruption Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in reputed company of behavioral health Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner Respond to call by providing correct benefit and status information while remaining professional and empathetic at reputed company times. Information may include transferring or referring the caller to the appropriate department reputed company reputed company or conferencing the call with an reputed company party Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment reputed company below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the reputed company reputed company Document the call reputed company with detail into software database Identify and research claim errors and appropriately send written adjustments to the Claims Department Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members reputed company reputed company Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment Other duties as assigned Job Qualifications High School Diploma required Bi-lingual Spanish preferred Customer service inbound call center experience required; experience in insurance, benefits, reputed company, or reputed company preferred Knowledge of CPT/ICD-9 preferred reputed company work history required Computer literacy in reputed company Office Suite required Benefits and Perks Full benefits package, including Paid Time Off (PTO), medical, dental, reputed company, 401(k) with match, robust EAP, wellness program, and much more EEO reputed company celebrates diversity and is an equal opportunity employer. reputed company applicants will be considered for employment regardless of race, reputed company, age, genetics, religion, gender, sexual orientation, gender identity, national reputed company, disability or protected veteran status and any other characteristic protected by federal, state or local laws. reputed company maintains a drug free workplace. Apply Job!