Job Description:

Under supervision, this position is responsible for answering inbound calls in a timely manner from members, member representatives, agent brokers, providers, health plan employees, employees and clients. Responsible to complete research using provided resources to ensure accurate and quality service is being delivered as contracted with the client while remaining within CMS guidelines and adhering to department internal policies and procedures. Outbound calls are periodically required for surveys and resolution of outstanding issues. Performs as an advocate by educating the caller of all necessary information and alternatives as it relates to the call to promote one call resolution and develop and maintain effective working relationships with internal and external customers.

Skill Set (comma separated technical and functional skills)

• High school diploma or GED


• 2 years of customer service experience


• Knowledge of professional telephone etiquette and soft skills


• Analytical and problem-solving skills


• PC proficiency to include Microsoft Office Excel, Word, and Outlook


• Clear and concise verbal and written communication skills.


• Ability to work scheduled hours. Overtime may be required including evenings, nights, weekends, and holidays.

Preferred Job Requirements:

• Healthcare customer service experience


• Knowledge of standard concepts, practices, and procedures with dispensing pharmacies


• Knowledge of Facets, AS400 applications and client Call software

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Domain Skills

* Proficiency Legends