Customer Response Centre Agent

Job description:

Reporting to the Manager, Customer Response Centre, the Customer Response Centre Agent is responsible for answering phone inquiries received from ClaimSecure’s plan members, plan sponsors, and various Healthcare Providers. The Customer Response Centre Agent is the primary contact and will be responsible for assisting them with their inquiries in an efficient and accurate manner in order to maintain the established service levels. A professional company image is to be projected in all customer interactions. A shift and/or shift rotation may be required.

Principal Responsibilities:

• Answer phone inquiries related to payment, claims and coverage inquires received from plan sponsors, members, healthcare providers and ClaimSecure staff members. This includes troubleshooting eProfile application and direct deposit issues
• Research, identify and resolve customer inquiries using applicable software
• Identify and escalate issues according to established policy
• Provide product and service information to customers
• Research required information using available resources
• Route inquiries to the appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer inquiries
• Follow up customer inquiries where necessary
• Complete call logs and reports
• Draft and send coverage letters to members
• Other duties as assigned
• Required to meet an average skill set talk time
• Required to handle an average number of calls per day
• Required to meet the expected not ready time

Knowledge, skills and experience:

• High school diploma or equivalent with other vocational or professional certification
• Bilingualism is an asset
• Proficient in relevant computer applications
• 1-3 years of experience in a call center environment and/or related field (Data entry, health related field)
• Knowledge of customer service practices and principles
• Excellent data entry and typing skills
• Superior listening and verbal communication skills
• Ability to handle stressful situations appropriately

Job Types: Full-time, Permanent

Salary: From $30,225.00 per year

Benefits:

• Dental care
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• Profit sharing
• RRSP match
• Vision care
• Work from home

Schedule:

• 8 hour shift
• Monday to Friday
• Currently working remote from home.

Salary Rate: From $30,225.00 per year