We are seeking dynamic Call Center Professionals to join our Call Center in Farmington, CT, starting in August.
Our Call Center professionals provide telephonic customer service support to members, providers, and facilities. This role handles incoming inquiries through multiple contact channels and effectively communicates resolutions to member requests, ensuring high First Contact Resolution. The team advocates for members when issues arise and follow up once issues are resolved.
If you believe in an extraordinary commitment to customer service, join us!
Essential Job Information
- Must attend a 6–8-week onsite classroom training (Monday through Friday, 9:30 AM – 6:00 PM)
- After completion of training, must be available and flexible to work any shift within any of our operation hours of 8:00 AM – 8:00 PM, including weekends
- Primarily sedentary
Compensation and Benefits
- Hourly Pay Rate: $22.50
- Competitive health and wellness benefits
Job Responsibilities
- Create a connection and develop rapport with members to provide outstanding personalized service
- Identify customer needs and assist in providing complete resolution of customer concerns, including claims, benefits, and enrollment inquiries, through health plan navigation and collaboration with other internal groups
- Serve as an expert in a health plan company's products, services, and technology platforms
- Champion efforts to resolve member requests on the initial call; provide follow-up if not resolved on the initial call
- Inform and educate members on how to utilize self-service capabilities and functionality with portals and mobile applications
- Act as a scheduling agent, working in collaboration with the member to ensure appointments are scheduled as necessary
- Proactively provide information and recommendations to maximize the customer experience; gather and share feedback with stakeholders to improve the overall experience
Qualifications
- Bachelor’s degree
- 1–2+ years of relevant professional work experience required
- Healthcare experience including a pharmacy background preferred
- Additional experience/specialized training may be considered in lieu of educational requirements
- Proficient with MS Office (Word, Excel, PowerPoint, Teams, Outlook, etc.)
- Strong customer service skills and ability to empathize with the customer’s perspective
- Knowledge of the health insurance industry is required
- Strong communication skills (verbal, written, presentation, interpersonal) across all levels of the audience
- Ability to clearly and effectively convey information and concepts to customers
- Dependability and adaptability are required
- Commitment to quality and continuous improvement
- Strong problem-solving skills for a wide range of business challenges
- High level of proficiency in all applicable systems and processes
Benefits
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Referral program
- Vision insurance
Pay: $22.50 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Application Question(s):
- I am able to work weekends if required
- I can start August 17th
- I do not have any planned time off between August 17 and December 17 and understand that vacation requests are not permitted during the probationary period.
Work Location: In person
