TriWest Healthcare Alliance · 1 day ago
Customer Service Rep
Anchorage, AK
Full-time
Remote
Entry Level
$48K/yr - $48K/yr
1+ years exp
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Responsibilities
Manages multiple task lists in accordance with directed timelines. Meets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards.
Initiates and receives phone calls, chat messages, and emails from VA medical center staff and providers to answer claims, eligibility, benefit, and program questions. In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers. Records preferences and tracks Veteran questions thoroughly in the TriWest’s Customer Relationship Management systems and Portal, as well as VA’s HSRM systems.
Consistently displays professional and courteous service skills to internal and external customers.
Accurately resolves VA and provider inquiries with a focus on first call resolution.
Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI).
Takes appropriate measures to comply with HIPAA regulations to protect privacy of customers' health information.
Documents all communications involving Veteran and provider contacts. Uses critical thinking in problem solving and follows established processes to assure quality program compliance.
Consistently meets department productivity and performance metrics to include regular and consistent attendance.
Participates in cross training, employee development, and flexible assignments to ensure business needs are met.
Qualification
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Required
Must reside in Anchorage, Alaska.
High School diploma or GED
One year experience in a customer service role with performance metrics
Experience using Microsoft Office products and the Internet
Preferred
Healthcare industry experience to include knowledge of health services
Contact center experience to include call center chat messaging
Military experience focusing on service delivery
Benefits
Medical, Dental and Vision Coverage
Generous paid time off
401(k) Retirement Savings Plan (with matching)
Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
Tuition reimbursement
Paid volunteer time
Company
TriWest Healthcare Alliance
TriWest Healthcare Alliance - Serving Those Who Serve. At TriWest, we honor the sacrifice and service of our nations military families by
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Mark E. Babbitt
Senior Advisor to President & CEO
Joseph Oddo
Vice President and Chief Information Officer
Recent News
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