Part Time Outbound Customer Support Representative

Outbound Customer Support Representative - Part Time

Apply locations Bend, OR time type Part time posted on Posted 20 Days Ago job requisition  

Looking for a way to make an impact and help people?

Join Pacific Source and help our members access quality, affordable care!

Pacific Source is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.

Diversity and Inclusion: Pacific Source values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each person’s talents and strengths.

Essential Responsibilities:

• Provide excellent customer service primarily by telephone to all Pacific Source customers.
• Assist customers by conducting outbound calls to ensure customer information is correct to prevent any lapses in care.
• Conduct appropriate research and follow-up for prompt resolution of incorrect information.
• Work efficiently in a high-volume call center while maintaining a professional, positive, and caring demeanor.
• Sort and organize returned mail for follow-up.
• Resend mail once updated information is received.
• Make outbound calls on returned mail for government lines of business, as well as other outbound related calls when needed.
• Assist callers with questions/concerns; accurately interpret policy provisions for assigned products.
• Analyze customer’s inquiries and determine correct steps for resolution, interpret benefit information, and account information accuracy. Keep resource information up to date and well organized.
• Work efficiently in multiple systems simultaneously while effectively utilizing critical thinking and problem-solving skills.
• Document calls in a clear and consistent manner in computer system.
• Conduct appropriate research, take ownership, and follow through for prompt resolution of disputed items.
• Relay information to appropriate departments and personnel using established communication channels and procedures.
• Make outbound calls to members as necessary dependent upon current outreach campaign.

Supporting Responsibilities:

• Meet department and company performance and attendance expectations.
• Be aligned with Pacific Source company values.
• Follow the Pacific Source privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.
• Perform other duties as assigned.

SUCCESS PROFILE

Work Experience: One-year medical insurance, other healthcare related field, call center or customer service experience required. CPT/ICD-10 coding preferred.

Education, Certificates, Licenses: High School Diploma or equivalent required.

Knowledge: Basic understanding of insurance and medical terminology, coding and standard medical billing practices preferred. Proficient computer skills, typing, and 10-key required. Strong written and verbal communication skills.

Competencies:

• Building Customer Loyalty
• Building Strategic Work Relationships
• Contributing to Team Success
• Planning and Organizing
• Continuous Improvement
• Adaptability
• Building Trust
• Work Standards

Environment: Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 5% of the time.

Skills:

• Accountability
• Collaboration
• Communication (written/verbal)
• Flexibility
• Listening (active)
• Organizational skills/Planning and Organization
• Problem Solving
• Teamwork

Physical Requirements: Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

Disclaimer: This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.