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MPF Federal, LLC · 1 month ago

(Late Start) Remote Customer Service Representative

United States

Full-time

Remote

Entry, Mid Level

$15/hr - $15/hr

2+ years exp

MPF Federal is seeking a Customer Service Representative to work remotely. The role involves providing excellent customer care to Veterans and Providers, answering calls, assisting customers with navigation, and ensuring confidentiality of patient information.

Information TechnologyMarket ResearchTraining

Responsibilities

Provides excellent Customer Care to our Veterans and Providers

Answer incoming phone calls from customers and identify the type of assistance the customer needs. Requires some Veteran and Provider outreach as needed

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

Assist customers in navigating CCN websites while encouraging and reassuring them to become self-sufficient in using our tools

Respond to questions from In-Network providers to verify Veteran benefits

Ensure patient confidentiality with the handling of all patient health information and records

Research complex issues across multiple databases. It requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue with the caller

Communicate all issues with leader

Respond to or refer incoming calls in a prompt, pleasant, and professional manner

Remain in the call queue at all times unless permission to leave is approved

Process requests in a timely fashion

Work effectively in a structured, production environment

Adhere to daily schedules and assignments

Policy/process identification and improvement

Ongoing quality improvement for Veteran and Provider interactions

Maintain strict member and company confidentiality

Perform other related duties as assigned

Qualification

Customer service experienceMedical terminology knowledgeMicrosoft Office proficiencyMulti-tasking abilityTyping speed 35 WPMEngaging personalityPast call center experienceCommunication skillsOrganizational skillsAttention to detail

Required

High School Diploma / GED (or higher)

Ability/Flexibility to work any of our 8-hour schedules during regular business hours of 6am-7pm CST, Monday - Friday

2+ years of experience in a medical or health insurance environment. Includes claims processing, claims customer service, hospital, or medical/dental provider office, appointment scheduling, etc

Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.)

Proficient in Microsoft Office suite

Must have a workspace in the home with a door and no distractions

Ability to multi-task

Metric focused & ability to consistently meet productivity standards

Typing Test = 35 WPM to qualify for Soft Skills

Excellent verbal and written communication skills including strong telephone etiquette and interpersonal skills

Engaging/ outgoing personality

Strong customer service skills

Exhibit solid organizational skills, flexibility, time management, and attention to detail in a goal-orientated environment

Experience in a related environment (i.e. office, administrative, clerical, etc.) using phones and computers as the primary job tools

Must be computer savvy - able to maneuver between multiple windows, application systems simultaneously, ability to create, copy, edit, save and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook