TV.com. Take ownership of any misdirected cases, Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases, Field incoming calls to support main call center during high call volume periods as needed, Assist with sensitive call outs or campaigns for Clients as needed, 2+ years experience in healthcare benefits, 1+ years Participant Services experience PSR II+ preferred, 2+ years in call center environment performing collection/revenue cycle functions, preferably in a healthcare or patient care environment, Mercer’s Quality programs and initiatives, System knowledge (Mercer specific systems) preferred, This position answers general questions and requires basic knowledge of position, Asks appropriate questions and serves as a resource of information when attempting to retain existing business, Enters all information related to the call for tracking and reporting purposes, Develops relationships with both internal and external customers, High school diploma required and college degree preferred, Customer service or sales experience preferred 0-2 years customer service experience preferred, Excellent written and verbal communication skills to effectively interact with customers, Excellent organizational and time-management skills to handle multiple tasks, Above average problem solving skills to resolve customer service issues, Basic computer skills and the ability to navigate through multiple systems without assistance, Appropriate license must be obtained if necessary for position, Answer in-coming calls from the Provider Inquiry Line and the Fraud Hotline, Incoming calls can be from members and/or Providers questioning claim status, review status, appeal status and/or reporting of fraud, Logging of all in-coming calls in a Call Tracking Documentation System, Maintains accuracy standards of 97% or greater, Maintains adherence standards of 95% or greater, Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance, Works independently and as part of a team, Strong oral communication skills, listening abilities, and problem solving capabilities, Ability to maintain a pleasant, courteous and helpful demeanor at all times, Ability to process and route calls in a timely manner, Ability to diffuse irate or difficult callers, 2+ years of working experience in a Call Center or Customer Service setting, Prior working experience with an EMR / CRM System, Answer associates’ questions about benefits and assist associates in resolving issues with receiving benefits, Work with other areas of Corporate Benefits to support open enrollment, benefit plan roll-outs, dependent audits and other initiatives, Strong communication (written, verbal, and listening) and relationship building skills, Must be able to multitask, prioritize and problem solve effectively, Answer, research and resolve inbound calls from members, providers, and other external customers, Document each contact accurately per established department requirements and service standards, Maintain a thorough and current comprehension of all aspects of delivery system, in order to provider effective and efficient responses to inbound inquires, Ensure that organization standards pertaining to telephone quality are achieved and maintained in compliance with establishing goals for target and stretch in this critical area of performance, Ability to communicate CMS(Medicare) Policies to callers in a clear and concise way, We have opportunities for work-at-home, local and travel assignments, Responsibilities include answering incoming calls from vision providers requesting status updates on their eyeglass and contact orders, Will make changes to orders as necessary and work with other internal departments handling appeals, Working hours 10:30 am to 7:00 pm Monday through Friday with overtime as needed, 1+ year of experience in a Customer Service role analyzing and solving customer's problems, Ability to create, copy, edit, send and save using Microsoft Word, Excel and Outlook, Ability to rotate from the Call Center to the Front Desk as required, Supports the leaders in support services and should be Customer oriented. Call Center Job Description. Have received 5 accolades from customers and managers alike. You want to describe why your company is a great place to work and what your ideal candidate would do. - Select from thousands of pre-written bullet points. Routes patients to appropriate resources. Takes messages utilizing appropriate forms in a legible and accurate manner, Maintains a positive and professional working relationship with all ambulatory personnel. Experience working within a computer mainframe a plus, 1-2 years of experience in health plans or customer service, Comfortable working in a busy environment, Directs caller to appropriate department or individual or takes a thorough message, Assists with clerical duties as requested, Prior experience doing phone customer service work in the healthcare industry, Strong telephone soft skills gained from prior customer/patient experience in a similar call center role, Proficiency with computer platforms and applications, 2+ years of previous experience working in an inbound call center environment, Proficient with office equipment such as printer, copier, fax, scanner, etc, Commitment to guard Protected Health Information and adhere to HIPAA guidelines, Proactive outreach to retain customers and maintain high level of customer satisfaction, Work as a part of a unique, customer centric team, Put yourself in the customer’s shoes and do what it takes to turn bad experiences into great ones, Educate customers on the specifics of our service and how to make the most out of their membership, 1 year+ experience in a call center or customer service team, Proficiency with computer platforms and applications, particularly Microsoft Excel, Knowledge of Unity 23, Mysis and HHC Advantage, Performing a variety of transactions on the customer’s behalf such as: funds transfers, stop payments, debit card increases, address changes and check orders, Opening and processing all types of consumer deposit accounts over the telephone and through internet applications and taking consumer loan applications over the phone, Suggesting appropriate products and services to existing and prospective customers and cross-sells other bank services such as Visa Credit Cards, 3+ years of relevant work experience and/or a Bachelor's Degree, Prior call center and telemarketing, inside sales, or customer retention experience, Answer incoming calls from customers, document all necessary information and take comprehensive notes regarding calls, Enter and process customer orders and requests in an accurate, timely and efficient manner, Must meet or exceed quality metrics and customer expectations, Use excellent communication and customer service skills to provide customers with accurate, consistent, and timely responses, 1-3 years of experience in customer service in a call center environment, Ability to research and analyze data effectively, Strong computer skills including proficiency with Microsoft Word, Excel, PowerPoint, Access, Outlook, and web-browsers, Compose emails in response to dealer and service center inquiries, Correspond in a professional and courteous manner, Convey excellent telephone, written (typing and composition), PC computer, and, Work and problem solve in a fast paced environment, Demonstrate detail oriented work ethic with strong organizational skills, Minimum of 1- to 2-years of telephone sales or customer service experience, Strong PC computer skills with particular strength in internet communication, Knowledge of Fender product lines is strongly preferred, Ability to work and problem solve in a fast-paced environment with minimal supervision, Detail oriented with well-developed organizational skills, Answers inbound calls and addresses queries from potential candidates regarding job openings along with various other types of inquiries and requests, Makes outbound calls in response to candidates received through other media including voicemail and email, Responsible for ensuring completion of all relevant fields on ATS to ensure complete candidate profiles, Ensure the timely flow of candidate information to Project Staffing Services for follow up, Supports the Call Service Supervisor and Call Center Manager to deliver on projects in a timely manner and in accordance with any agreed service level agreements, Additional duties as deemed appropriate or necessary by management to support business needs, Creates the customer experience that builds loyalty and persistency by presenting our customer with high-quality tangible value-added services through a focus on attitude and accommodations of Berkshire and Guardian’s disability insurance products, services, company operations and initiatives, Supports Berkshire’s and our customer’s standards for service quality and time standards. A Call Center Customer Service Representative will act as a liaison between the company and its customers. ZDNet. Supports and participates in bank initiatives and sales campaigns. Is able to identify and initiate resolution for issues (patient balances, questions, etc.) Application of a variety of moderately complex PC software and office equipment (multi-line phone, metrics board, etc. Call Center Representative Job Specifications. Metacritic. May consult with other departments. Professional customer service representative with over 3 years of experience in the customer service field. Provides back-up for the Back Offices Operations staff as necessary, Inputs basic loan information into system for processing, Promotes safety at all times and complies with safety/ergonomic standards as outlined in relevant company published manuals, Exceptional communication, organization, time management skills, and knowledge retention, Great interpersonal skills and phone etiquette, Ability to multi-task and keen attention to detail, Basic computer skills in MS Word and Outlook, Answers complex calls, performs research, processes more complex customer requests, documents as appropriate, and responds both verbally and through writing. You must be available to work any nine hour shift within that time-frame. Call Center Representative Resume Examples & Samples. Communicates with other departments to calendar special programs/events as needed. As shown in the call center representative resume sample, your resume can feature the soft skills and technical knowledge you sharpened while in school or volunteering. Communicates information clearly to external and internal customers and applies judgment in releasing confidential information or to whom to refer questions, Demonstrates in-depth knowledge needed to proofread written communication for grammar, spelling, punctuation, and basic formatting, Provides answers to requests for general information in written format. ***Must have high-volume call center experience, Establishes a rapport and maintains a professional relationship between the company and its customers, Ensures allocation process is administered and communicates availability timing with customers when supply is constrained, Handles all customer service related activities for assigned customers, Must have 3 -5 years or more of Call Center Representative experience, Must be proficient with Microsoft Outlook and Word, Calls will include answering questions requiring a basic amount of mechanical aptitude. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationship. Work with less direction with ability to create more advanced material, Helps to prepare and edit grant applications and other related materials with less direction and more applicable knowledge of the process, Perform transcription of dictated physician notes, Assist with training and orienting staff as needed, Follow HIPAA guidelines for the management of patient privacy and confidentiality, Acts as a resource to other staff members across Endoscopy unit as well as other departments when necessary, Utilize the scheduling system including creating the monthly Endoscopy schedule, tracking away dates, adjusting provider’s scheduling blocks, tracking and releasing make up Endoscopy sessions and moonlighting sessions, Receives and greets all visitors and staff with positive interpersonal skills, being polite friendly and courteous at all times, Prepares, organizes and maintains the monthly Endoscopy Critical Reporting data. Identifies customer needs and offers new opportunities to customers by cross selling or referring to appropriate business line to deepen customer relationships. Call Center Representative Job Description Department: Call Center FLSA Status: Non-Exempt Reports to: Call Center Manager Position Type: Full-time Location: Milwaukee, WI Travel Required: 0% Approved By: President/CEO Approved Date: October 8, 2018 Position Summary The Call Center Representative works in a call center environment and responds to member and client Use a portable wireless computing device to enter selections into CBORD, Utilize CBORD and MiChart computer systems to verify diet order and allergy information, Answers telephone inquiries from food service workers regarding patient diet and allergy information/requests, Performs basic patient food and drug education, Receives complex questions and problems from peers and troubleshoot issues as they arise, Process and order all meal orders for patient in outpatient areas, Outstanding customer service measured through Customer Feedback, Effective resolution of “Reason for Call” on the first interaction, Talk with customers by phone to provide account balance information, Handle return authorizations, changes, additions, and deletions, Adjust complaints concerning billing or service rendered, Provide outstanding support and service to internal and external customers, Managing all escalations from dental professional offices, Oversee a small team of Customer Service Reps. during the evening shift, Bachelor's Degree from four-year college or university, 2 to 3 years of customer service experience, Previous experience as a team lead and/or supervisor, The ability to work 11:30am-8:00pm Monday-Friday, Provide information, service and support to referring physicians, consumers, UMHS staff and faculty, and other healthcare professionals via multimedia communication channels, Coordinate patient and physician appointments and referrals, Maintain appropriate knowledge/content resources by timely entry of new or updated information, Utilize superior telephone technique, customer service etiquette, customer recovery and e-mail/web communication skills to meet the individual needs of UMHS customers, Cover 2 or more service areas in the call center, COMMUNICATION / TELEPHONE SKILLS: Adhere to established telephone management principles. Where appropriate, provide assistance to the referral resource, Verify customer identity and maintain confidentiality and confidential information, Use software for contact tracking, information gathering, research, documenting customer contacts, and problem resolution. This position requires you to be on the telephone your entire shift, Provides primary dispatching and administrative duties related to scheduling requests for service to field service technicians, Create, dispatch and process work orders to field personnel while ensuring that all appropriate documentation and data entry is complete in a timely and efficient manner, Interpret and follow up on technician reports, Develop strong relationships with technicians and business partners, Source and on board new potential technicians, Provide candid feedback and coaching to technician workforce, Identify growth opportunities. CNET. Creates and maintains data and reconciles to client appointment records. Contacts and distributes messages to personnel using a variety of electronic methods, including text, voice and email systems, Responds quickly and courteously to basic inquires and refers other inquires to appropriate department or personnel, Registers and posts notes in client records. 20+ call center representative resume samples to customize for your own use. Accuracy in obtaining and disseminating information is extremely important, Handles all processing issues and special projects assigned by the supervisor, Maintains follow-up system for tracking problem issues that are received over the phone. Remember though, every employer is different and each will have unique qualifications when they hire for their Call Center Representative position. ), Legally eligible to work in the United States, No conflicts of interest with our Clients, Occasionally lift and/or move up to 25 pounds, Ability to sit or remain sedentary for your entire work shift (8, 9 or 10 hour shift), Ability to talk and listen on a phone for your entire work shift (8, 9 or 10 hour shift, Ability to type on a computer for your entire work shift (8, 9 or 10 shift), Preference will be given to multi lingual candidates; Spanish, Mandarin, Cantonese, Russian and those candidates with prior customer service experience, There are comprehensive benefits with this position available after 90 days of successful employment, Follow-up on open tickets to drive timely closure, At least 1 year customer service experience, preferably in a call center environment, Customer service over telephone, general office machine skills, excellent listening, oral communication, written communication, Windows based software including Microsoft Office products, Receives and processes loss assignments according to client instructions, Resolves issues in the assignment dispatch process, Conducts emergency call outs to contractors via three way calls with homeowners, Process emergency and/or catastrophic event assignments when they occur, Designs and conducts training programs for new team members as well as for ongoing training due to system enhancements and new workflows and creates presentations, Identify complex assignment errors and research appropriately, Conduct customer satisfaction surveys and reports on progress of completions, Acts as subject-matter expert on Contractor Connection workflows regarding the proper identification and assignment of contractors and on assignment management tools, Research and process assignments in relation to contractor coverage area, Monitors call center activity to ensure proper assignment processing and customer service is being provided, Monitors system stability and phone functionality to ensure assignments are being received and in notifying appropriate parties, Attains required call statistic performance according to center standards, Exceeds set quality standards ensuring assignments are properly made and documented, Achieves and maintains thorough understanding of all client and department instructions and updates, Maintains a strong working knowledge of all software applications/programs used to accomplish required department tasks, Maintain a thorough knowledge of all customer service support functions, Upholds and projects the public image of the Company, Achieves and maintains proficiency with all client and department instructions and updates, Maintains set quality standards ensuring assignments are properly made and documented, Identify assignment errors and research appropriately, Provides excellent customer service to all internal team members and external customers, Processes emergency and/or catastrophic event assignments when they occur, Maintains a working knowledge of all software applications/programs used to accomplish required department tasks, Participates in special projects or perform duties in other areas as requested, Upholds the Crawford Code of Business Conduct and Ethics at all times, Creates claim files by entering initial loss report information into the TelePlus system, Consistently maintains a high level of customer satisfaction by demonstrating a helpful, considerate attitude and a pro-active customer service approach, Capable of creating approximately 25 new claim reports in an 8 hour day, remaining in queue at least 98% of the day while ensuring “special handling” procedures are applied, Based on loss details, identifies complex damages and escalates claim, Responds to routine inquiries, directs other inquiries to appropriate parties, Operates a variety of office equipment such as ACD phones, printers, personal computers, fax machines and copiers. Their job description entails assisting customers with troubleshooting or investigation of issues and complaints, as well as the promotion/sales of telecommunication products and services to customers via telephone calls. Detailed oriented with excellent communication and leadership skills who possesses A sense of urgency critical to the needs of the business. Maintains call center database by entering information and ticket reservations into central reservation ticketing system. Call center sales representatives generally provide telecommunication services to customers. Processing includes data review and completing a call to the patient as a means to create their awareness, educate on the product / service and set expectations for product reconciliation, Effectively communicate with active and non-active patients in order to troubleshoot challenges with data transmissions and non-compliance with equipment requirements, Identify and respond to customer needs and problems. A: With this Call Center Representative job description sample, you can get a good idea of what employers are looking for when hiring for this position. HIPAA, PII, ERISA, IRS), As requested, cross train new analysts on core systems and processes in a mentoring role, Proven ability to multi-task, work in an ever changing environment, and stay calm under pressure, Scheduling flexibility to include working overtime based upon client demands (e.g. How to list call center skills on a resume. Experience with PeopleSoft and Kronos preferred, Strong communication and problem-solving skills to articulate verbal and written resolution to customers by telephone or email in a professional manner, Flexibility and a consistent positive attitude while resolving customer inquiries and issues, Ability to multi-task and create call incidents to track customer inquiries while simultaneously closing out call transactions, Resolves routines questions and problems, and refers more complex issues to higher levels, Enters outpatient billing information into computer software system, Perform general office tasks such as preparing copies and printing reports, Delivers menus and other food service related items to inpatient nursing units, 0-2 years telephone-based customer service experience, Must exhibit a professional and positive image when interacting with patients, departmental staff members and allied health professionals, Willingness to be a team member with the ability to be flexible and adapt to a changing work environment, Competent using technology such as hand held computers, word processing, data entry, spreadsheets, and email. 25%, Stays abreast of products and service offered, applicable laws and regulations, and policies and procedures. Customer Service Call Center Resume. ), Demonstrated problem solving and decision-making skills, Ability to handle heavy call volume and stressful situations when quick action is required, Understanding of healthcare operations and the crucial role the call center plays for delivering world-class access, Strong customer service skills and experience that work well with the RIC Customer Service Standards, Ability to work successfully in a fast-paced work environment – Required, Assists patients with all other requests and questions, and direct patient to appropriate site/staff when applicable, Maintains the Allied Health Database in consultation with the various sites, Must be willing to work a flexible work schedule, Associates Degree or Certificate in a Medical Administration Program is preferred, Working knowledge of medical terminology and insurance, Previous call center experience preferred, Previous experience with Cerner Millennium preferred, Proficiency in Microsoft applications: intermediate level skills in the use of Outlook, Word, and Excel, Ability to engender trust with both customers and team members, Strong organizational skills, including attention to detail and follow through, Effective verbal and writing communication skills in order to interview patients/customers to obtain pertinent medical and financial information, Capability to identify, trouble shoot and resolve escalated customer problems including follow through to ensure customer satisfaction, High school diploma, college preferred or work experience, Basic understanding of banking and finance, Prior call center or customer service experience preferred, Must be able to work independently, solve problems and make decisions with minimal supervision, Ability to function in a closely monitored environment, including continual monitoring of customer calls and productivity levels, Requires ability to proficiently use association management software and other computerized data entry system or other relevant applications, Must possess excellent communication skills including the ability to communicate effectively, tactfully and professionally with all members, prospects and employees, Must possess ability to learn and execute telephone marketing/selling techniques in accordance with departmental expectations, Ability to achieve challenging goals and objectives in a quality manner, Must be able to perform multiple tasks simultaneously, Experience using a predictive dialing system preferred, Ability to work in a fast-paced work environment, Educate existing members and/or potential members, to the benefits and value of services, Contact new/existing members based on marketing campaigns to offer additional services, Accurately process sales orders in Salesforce.com and/ or Association Management System. 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