Member Service Specialist-Call Center Customer Service in Jacksonville, FL at Vaco **Location:**
**Experience:**
Not Specified **Job Description**
Vaco is currently recruiting for a Provider/Member Service Specialist. This call center position is primarily responsible for answering inbound calls from providers and healthcare facilities; often the first point of contact; so we are interested in hiring individuals with a commitment to customer satisfaction and the ability to make quick and accurate decisions.
This position is currently hybrid-training will be both onsite and from home. Throughout the contract; the position will be both working from home and onsite. The goal is to have everyone back onsite by 2022.
Start Date: January 10th
Training: 8:30-5:30 (90 days)
Schedule After Training: Facility is open 8am-8pm Monday -Friday; schedules will be assigned once cleared through training. Ideally; candidates will be open between that time frame to select a permanent shift.
Essential Duties and Responsibilities:
* Answer a high volume of inbound calls in an efficient manner
* Initiate outbound calls to providers that require assistance with enrolling or navigating the provider portal
* Respond to email correspondence inquiries form providers within an established timeframe utilizing current reference materials and available resources
* Identify caller's needs; clarify information; thoroughly research every issue; and provide solutions and/or alternatives.
* Address all questions or concerns in a compassionate and patient manner
* Engage in active listening with callers; confirm or clarify information and diffuse angry callers as needed
* Submit tickets on behalf of callers; password rests; unlock accounts and explain services
* Develop professional relationships with ongoing customers through excellent customer service
* Follow-up with callers on complaints and/or helpdesk reported issues with a resolution status
* Meet or exceed call center metrics; both personally and as a team
* Maintain confidentiality and adhere to HIPAA requirements
* Utilize processes; tools; and techniques for detecting; addressing and the prevention of fraudulent activity
* Adhere to all company policies and procedures
* Utilize software; databases; scripts and tools appropriately
* Perform each duty efficiently with our provider's satisfaction as the number one priority
Requirements
* Excellent interpersonal communication skills; both verbal and written
* Active listening skills and attention to detail
* Ability to ask probing questions and diffuse tense situations
* Ability to navigate various computer systems
* Ability to work in a structured call center environment; while adhering to designated schedule
* Problem solving skills
* Adaptability and accountability
* Exceptional customer service skills and professional phone voice
* Ability to multitask; set priorities and manage time effectively
* Proficiency with computers; especially CRM software
* Motivated; energetic; and driven work ethic
* Must be familiar with office programs Windows; Excel; and the MS Office suite in general
* Strong typing skills with the ability to type a minimum of 40+ wpm
Required Work Experience:
* 1-2 years related call center/customer service experience
* Previous financial services or healthcare services (insurance) experience is preferred
* Bilingual/Spanish a plus
EDUCATION/TRAINING REQUIRED:
Required Work Experience:
* 1-2 years related call center/customer service experience
* Previous financial services or healthcare services (insurance) experience is preferred
* Bilingual/Spanish a plus
EDUCATION/TRAINING REQUIRED:
* High school diploma or equivalent required.