Start Date: ASAP

Work Arrangement: REMOTE - FULL TIME

Salary: $16/hr

Equipment: Provided by Company

Internet Connection: 50 MBPS Download (and up)

Schedule: TBD - Flexibility to work 8 hours within operational hours of 9:00 AM to 8:00 PM EST (potentially with shifts on Saturday and Sunday depending on need)

SUMMARY:

CLIENT is a software solution that automates vision insurance billing (eligibility and claims) and facilitates instant rebates to help eye care providers manage their customers.

ESSENTIAL FUNCTIONS:

• Monitor and quickly respond to tickets regarding insurance claims for eye care concerns
• Follow a prescribed process and manage a high volume of transactions with accuracy and efficiency
• Show empathy and go the extra mile to assist customers and prioritize their needs.
• Collaborate with other team members to overcome challenges and deliver a memorable customer experience
• Follow up on outstanding tickets/claims and follow through until completion.
• Leave internal notes for follow up with the team

BEHAVIORAL COMPETENCIES

Teamwork and Leadership

• Expresses ideas and suggestions in support of the team’s success
• Solicits and readily accepts constructive feedback
• Sees tasks through to completion and offers support as needed
• Closely follow process workflows and support in the implementation of initiatives, and projects as directed by leadership.

Communication, Transparency, and Proactiveness

• Able to communicate clearly and effectively with empathy
• Expresses ideas and suggestions in support of the team’s success
• Solicits and readily accepts constructive feedback
• Sees tasks through to completion and offers support as needed
• Eager to learn new systems and processes

Organizational Skills and Process-Oriented

• Demonstrates close attention to detail and thorough review of one’s work with a focus on Quality
• Understands the value of workflows, efficiency, and accuracy when processing repetitive operational tasks with high accountability

Problem Solving and Decision Making

• Solutions-focused, viewing challenges as an opportunity to resolve problems and work through them
• Exhausting available resources and materials to resolve issues but knows how to seek consultation from peers and seniors when needed

JOB QUALIFICATIONS:

HARD REQUIREMENTS (non-negotiable):

• Excellent written and oral communication skills in English. Able to be the voice of the company while handling customers with empathy and professionalism.
• At least 1 year of experience in a call center as a Customer Service Representative (managing claims, dealing with diverse demographic background)
• An individual who has an innate curiosity, a can-do attitude, and shows initiative to continuously learn
• Has a team player mindset with innovative ideas and strong attention to detail
• Flexibility in working US hours between 9am-8pm US EST (including weekends)

PREFERRED REQUIREMENTS (negotiable):

• Experience with CRM systems (Zendesk and HubSpot)
• Background / understanding of non-profit organizations

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