Call Center / Customer Service Representative
Kforce Inc.

RESPONSIBILITIES:

Kforce has a client in Denver, CO that is seeking Call Center/Customer Service Representatives. This role is 100% remote but candidates need to live within 1 hour of worksite with access to transportation to report onsite at any time during the assignment duration if they experience equipment or technical issues. They will need to be onsite to pick up equipment before the start date.Summary:The Call Center/Customer Service Representative is responsible for increasing customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely and meaningful information. They will provide support to member inquiries and issues as they utilize the company plan and provider services, continuing to build rapport and collaborative relationships with current and prospective members in accordance with compliance guidelines.Responsibilities:

• Answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues
• Initiates contact with the appropriate health plan, medical group, and facility personnel to obtain information relevant to the concern or inquiry as needed
• Evaluates data to determine and implement the appropriate course of action to resolve the complaint and/or coordinate service recovery
• Documents according to procedure
• Completes required training and understand how to use tools available to recall necessary information
• Develop a full awareness of the way performance and actions affect members performance guidelines (call handling, first call resolution, complaint resolution compliance, member retention and return contact as warranted)
• Promotes, ensures, and provides customer service to internal/eternal customers by demonstrating skills which are consistent with the organization's philosophy of providing extraordinary customer relations and quality service

REQUIREMENTS:

• High School diploma/GED or equivalent
• Excellent written and verbal communication skills
• Demonstrated analytical and problem-solving skills
• Ability to read and respond briefly, clearly, and effectively
• Ability to think critically and problem solve
• Has substantial understanding of the assigned skills and applies knowledge and skills to complete a wide range of tasks
• Ability to understand relevant policies, processes, and customers
• Call center experience preferred
• Health insurance experience preferred

Shift/Hour Requirements:

• Training: Monday - Friday 8:00 AM - 4:30 PM MT
• Production Hours: Monday - Friday 7:00AM - 9:30 PM MT and Saturday and Sunday 7:00AM to 9:00PM MT

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