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MedImpact Healthcare Systems, Inc. · 23 hours ago

Customer Service Representative III

San Diego, CA

Full-time

Onsite

Entry, Mid Level

$17.92/hr - $27.78/hr

2+ years exp

MedImpact Healthcare Systems, Inc. is looking for extraordinary people to join their team as Customer Service Representatives. The Customer Service Representative III provides outstanding customer service by responding to and resolving inquiries related to benefit information, claims adjudication, and other PBM processes.

Health CarePharmaceutical

No H1B

Responsibilities

Assist with analysis or daily operations of the department including running reports and identifying trends

Maintain and monitor department quality and productivity

Be available to answer calls during periods of high volume and serve as a resource to the Customer Service team

Identify opportunities and make recommendations to department leadership for improvement of workflow processes, operating systems, training programs, reference materials, and quality initiatives that enhance the customer experience

Serve as a resource or Subject Matter Expert (SME) for other team members

Promptly responds to first level call escalations and determining the appropriate actions to resolve customer issues

Responsible for coaching, mentoring, and training CSRs as directed by management

Communicates with both internal and external customers and management to resolve problems and expedite work

Review and provide operational guidance via the internal help desk to customer service staff

Convey a positive image of the company by promptly responding to customer phone inquiries and determining the appropriate actions to resolve issues, gather and provide information, and offer assistance

Keep records of customer interactions and transactions, recording details of inquiries, complaints and comments, as well as actions taken

Keep current on new plan information and instructions by attending and participating in staff meetings, RTL’s, company-required training programs, and other activities that develop skills, build teamwork, and provide updated information

Qualification

Customer serviceProblem solvingMS OfficeInterpersonal communicationCoachingOrganizational agilityMentoringTime management

Required

GED/HS Diploma and 2+ years' experience or equivalent combination of education and experience

Intermediate knowledge of MS Office/Word, Excel, and Outlook and aptitude for new programs

Experience with Windows based database programs is also required

Demonstrated ability to appear for work on time

Follow directions from a supervisor

Interact well with co-workers

Understand and follow work rules and procedures

Comply with corporate policies, goals and objectives

Accept constructive criticism

Establish goals and objectives

Exhibit initiative and commitment

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions

Ability to deal with problems involving a few concrete variables in standardized situations

Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals

Ability to compute rate, ratio, and percent and to draw and interpret bar graphs

Ability to read and comprehend simple instructions, short correspondence, and memos

Ability to write simple correspondence

Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization

Benefits

Medical / Dental / Vision / Wellness Programs

Paid Time Off / Company Paid Holidays

Incentive Compensation

401K with Company match

Life and Disability Insurance

Tuition Reimbursement

Employee Referral Bonus

Company

MedImpact Healthcare Systems, Inc.

Glassdoor2.8

MedImpact is the nation’s largest independent health solutions and pharmacy benefit company, serving commercial health plans, government programs, self insured/employer groups, and millions of consumers.

Founded in 1989

San Diego, California, USA

1001-5000 employees