Customer Service Representative

About Firstsource

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our rightshore delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

Job Title: Work From Home Customer Service Representative

Job Type: Full Time

FLSA Status: Non-Exempt/Hourly

Grade: H

Function/Department: Health Plan and Healthcare Services

Reporting to: Team Lead/Supervisor -Operations

Pay Range: $14.00 an hour

Hours; Must be able to work 5 days a week, 8 hour shift between
Sun-Sat

Noon-Midnight EST

Role Description: As a healthcare professional, the Customer Service Representative will guide clients through their healthcare environment ensuring they have access to the best resources available to them. Customer Service Representatives provide new and existing members and providers with the best possible service in relation to billing, claims, enrolment, benefits, suggestions and complaints.

Roles & Responsibilities

Manages incoming calls related to Healthcare Member and Provider inquiries.

Ensures a positive experience for members.

Utilizes web cameras for enhanced visibility during interactions.

Perform other duties as assigned.

Expected/Key Results

Inquiry accuracy and completeness

Productivity

Call resolution

Overall customer satisfaction

Call handle time

Qualifications

The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

Education

High School diploma or equivalent required

Work Experience

At least 2 years of call center experience preferred

Health insurance experience preferred

Competencies & Skills

Strong verbal and written communication and reading comprehension skills

Strong problem-solving skills and attention to detail

Knowledge of computers and ability to quickly learn new systems

Ability to navigate multiple computer screens

Ability to answer Healthcare Member and Provider inquiries and type information simultaneously

Ability to demonstrate reliability and punctuality

Ability to work effectively independently and in a team environment

Ability to demonstrate a positive professional attitude

Embracing a flexible scheduling approach to accommodate dynamic healthcare demands.

Additional Qualifications

Ability to work flexible schedule, including overtime, evening and weekends, to accommodate dynamic healthcare demands, as needed

Availability of a private workstation to perform confidential work required

Possession of an internet router with an ethernet jack for direct connectivity to PC required

Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements

Ability to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug test

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position may work onsite or remotely from home.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Must be able to regularly or frequently talk and hear, sit for prolonged periods, use hands and fingers to type, and use close vision to view and read from a computer screen and/or electronic device. Must be able to occasionally stand and walk, climb stairs, and lift equipment up to 25 pounds.

Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.

Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.