Call Center Rep

Job Description - Call Center Rep (053536)

Call Center Rep

About Capgemini

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations.

Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

Capacity for equal opportunity and accommodations is provided as needed to applicants and employees, in compliance with applicable law.

Profile: Contact Center / Call Center Rep (Remote Job)

Interview Process
: 1 Telephonic / Video Interview.

Salary
: $11/hr

Duration
: 18 months position (with benefits) with a 40hrs / week schedule ideally from Mon
- Fri.

• Receive inbound phone calls from our prescribers and members
• Utilize multiple software systems to create Prescription cases and determine coverage, determination and appeals process
• Demonstrate good written and verbal communication skills
• Display soft skills while moving the call forward
• Meet or exceed government mandated timelines
• Comply with turnaround time, productivity, and quality standards
• Convey resolution to beneficiary or provider via direct communication and professional correspondence
• Acquire and maintain basic knowledge of relevant and changing client guidance
• Research, troubleshoot and resolve client application discrepancies using computer systems
• Meet daily tasks through various forms and mediums of communication – written, verbal and/or by phone

• Prior call center experience preferably with a multi-screen setup for easier navigation of multiple applications
• Availability for remote workspace audits (via webcam or phonecam) with inspection time less than 5 minutes
• Highspeed and reliable Internet connection
• Quiet and focused work environment

• Ability to effectively communicate with members and prescribers while managing multiple software systems
• Accountable and results driven
• Critical thinker/problem solver
• Receptive to constructive feedback and flexible in adapting to change
• Ability to effectively plan, prioritize, and organize time and workload
• Ability to execute successfully in a deadline-oriented, fast-paced, highly-regulated environment
• Proficient in navigation of multiple computer applications
• Proficient use of keyboard, mouse and ability to navigate 2 workstation monitors
• Able to multi task efficiently in order to complete each call within the AHT targets designated by the Client
• Ability to type more than 30 WPM

• At least two years of general business experience that includes problem resolution, business writing, quality improvement and customer service
• Six months of PBM/pharmaceutical related work strongly desired
• 1+ years of call center experience
• 1+ years of healthcare background
• Team player with excellent communication skills both verbal and written
• Exposure to business domain is an added advantage
• Organizational skills including the ability to multi-task, set priorities, and follow up promptly
• Ability to work a flexible work schedule

• High School Diploma, GED or equivalent required
• Bachelor’s degree in related field or equivalent work experience preferred

Candidates should be flexible / willing to work across this delivery landscape which includes and not limited to Agile Applications Development, Support and Deployment.

If interested, please send your resume to