Customer Service Representative

Department: Customer Service

Classification: Non-exempt

Reports to: Team Support/Team Lead

Created on: 05/08/2019

Summary:

The Customer Service Representative ensures customer satisfaction by proactively problem-solving, utilizing all available resources, to provide the highest level of customer service.

Essential Functions:

1. Handles incoming and outgoing calls with members, caregivers, doctors and other outside providers regarding members’ accounts and product needs.
2. Accesses and enters data in member accounts following HIPAA guidelines.
3. Verifies insurance following established verification processes.
4. Creates documentation to ensure supplies are shipped per insurance guidelines.
5. Communicates with Team Support or Team Lead for matters that require supervisor approval or intervention.
6. Utilizes the Customer Service Wiki to maintain a strong knowledge base of processes, procedures, insurance guidelines, products and company information.
7. Makes suggestions for process improvements.

Key Competencies:

1. Accountability
2. Action Oriented
3. Communicates Effectively
4. Customer Focus
5. Nimble Learning
6. Being Resilient
7. Resourcefulness
8. Self-Development
9. Instills Trust