Customer Service rep

Job description: The Customer Support Representative (CSR) provides a high level of customer service in a call center environment. As the first point of contact for providers, the CSR provides effective problem resolution by combining technical knowledge with unsurpassed relational skills in order to delightfully satisfy all callers.
Responsibilities:
Answers telephone calls using the proper greeting.
Listens to providers issues and clarifies the question or problem the provider needs to find a resolution.
Provides information necessary to resolve providers inquiry or problem.
Explains information in laymans terms so that the provider understands the information.
Demonstrates a high degree of empathy and applies customer service techniques to de-escalate situations where the provider is upset.
Researches appropriate documents such as Summary Plan Documents to quote benefit correctly.
Researches information regarding claims.
Logs all details into the system using proper notation during the call.
Maintains a high degree of confidentiality and conforms to all applicable HIPAA provisions.
Maintains excellent attendance and punctuality and adheres to schedule.

Skills and qualifications - Hard and soft skills:
Ability to provide effective leadership in all aspects of position.
Excellent written and verbal communication skills.
Must be dependable and maintain excellent attendance and punctuality
Strong analytical skills and problem-solving skills.
Subject-matter expert within field.
Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
Ability to grow with changing demands of the position and the company.
Strong computer skills, including Word, Excel, Outlook, and Power Point.
Call center experience in a medical/benefits environment highly preferred.
Medical/Benefits Experience highly preferred.
UR/Claims/COBRA/FSA/Eligibility Experience preferred.