Community Health Network of Connecticut, Inc. · 15 hours ago
Call Center Representative, Tier 1 - Temporary Assignment
United States
Full-time
Remote
Entry Level
$20/hr - $20/hr
1+ years expCommunity Health Network of Connecticut, Inc. (CHNCT) is currently seeking two Call Center Representatives, Tier 1. The role involves answering member and provider questions, documenting inquiries, and providing accurate information regarding benefits and network issues.
Health CareNon Profit
Responsibilities
Community Health Network’s Call Center Representative Tier 1 is responsible for answering member /provider questions via telephone, written or electronic media on specified lines of business as assigned, documenting inquiries, grievances, providing accurate and timely information to callers regarding benefit and network information and all other issues as indicated
Answer incoming inquiries from members and providers, ensuring high level service and productivity; consistently adheres to all privacy and security standards in verifying caller’s ID and ability to share PHI; verifies member eligibility and/or provider participation using appropriate data sources; responds accurately and appropriately to member and provider inquiries using appropriate resources; consistently treats members and providers with courtesy and respect as evidenced by review of written documentation, call monitoring and satisfaction survey results; is able to adhere to attendance and productivity standards; resolves routine member/provider concerns received through any media; appropriately escalates complex cases/issues to more senior reps. or management; utilizes language line services when needed; and makes outbound calls or call backs as assigned
Documentation is clear/concise stating caller concern, actions taken, next steps/disposition of call
Answer member and provider requests according to department standards to support contractual requirements: meeting or exceeding ASA of 90% of calls answered within 60 seconds, abandonment rate of less than 5%; hold time of less than 3 minutes
Consistent use of PhonePro skills and; techniques; accurately identify, assess, document and address caller needs and steps taken to fulfill those needs
Appropriately assesses need for referral to ICM/ other programs and community resources; demonstrate appropriate adherence to department standards evidenced through department audit results; seeks assistance when appropriate; documents/researches inquiries grievances promptly; maintain and seek to expand knowledge of program requirements and benefits; utilizes resource materials to ensure accurate information is provided; adheres to CHNCT's company policies
Documents clear/concisely
Computer proficient
Performs other tasks as required
Representatives must have adequate space and privacy to accommodate a work at home set up
This is a telecommuting position that requires working from a HIPAA-compliant home workspace, via employee-supplied high-speed internet connection on company-supplied computer workstation and telephone technology. Incumbents are responsible for exercising proper care of all company-supplied equipment, and for returning said equipment in good worker upon transfer or termination of employment
Qualification
Required
Call center and/or customer service experience is required
Applicants must live in Connecticut
High school diploma or secondary education
One year in a customer service role in a health care setting
Computer proficient
Representatives must have adequate space and privacy to accommodate a work at home set up
This is a telecommuting position that requires working from a HIPAA-compliant home workspace, via employee-supplied high-speed internet connection on company-supplied computer workstation and telephone technology
Preferred
Bilingual, English/Spanish speaking candidates strongly preferred
Company
Community Health Network of Connecticut, Inc.
In 1995, a group of Federally Qualified Health Centers (FQHCs) came together to form Community Health Network of Connecticut, Inc.® (CHNCT), a not-for-profit managed care organization dedicated to improving medical services and health outcomes for Connecticut’s Medicaid-eligible residents.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Sylvia Kelly
President and CEO
Cory Ludington
Sr. Vice President, Administration & Chief Compliance Officer
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