Bring your drive for excellence, teamwork, and customer commitment to AmeriHealth Administrators. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve. If this describes you, and you live in the Greater Houston TX or Columbus Ohio areas, we want to speak with you.
At AmeriHealth Administrators, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
This is a 100% virtual, full-time call center position, providing customer service for this “Employer of Choice.” Successful candidates will have experience providing excellent customer service for this healthcare company's members. Qualified candidates must be comfortable working autonomously, in a virtual environment, and within typical call center metrics and constraints.
Responsibilities include, but are not limited to:
Attains and keeps current with the knowledge and skills required to provide information, service and assistance in response to all inquiries.
Available as assigned to accept calls in a professional and courteous manner.
Determines the nature of the call and takes all possible action, including research, completing forms, or any follow up, to expeditiously ensure the provision of accurate information, service and assistance upon first contact.
Acquire knowledge of all claims systems applications and member service systems.
Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
Checks internal system inboxes to ensure completion and necessary follow up action. Obtains required information and makes a callback when necessary to complete action on inquiries.
Meets quality performance standards and works within established time frames.
Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
Ability to ask effective probing questions and deescalate challenging member inquiries and concerns
Supports the area in the on-going use of TQM principles in a continuous quality improvement process.
Performs other duties as assigned.
The Call Center is open from 6:00 am - 7:00 pm Mountain Time —we ask for flexibility with these hours as business needs dictate our business hours.
Ability to work from home, which includes high speed internet connection of at least 400 Mbps and a quiet, confidential workspace.
May assist junior staff as needed.
Qualifications
Reside in the Greater Houston TX or Columbus OH areas
Education
Minimum High School diploma or equivalent
Two years college education preferred
Experience
2-3 years proven work experience with customer contact preferred
Experience in the hospitality, healthcare, or pharmaceutical industry
Exceptional customer service, problem solving skills
Bilingual a plus
Strong communication skills
Demonstrated strong inter-personal skills
With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer focused professionalism at all times.
**Vaccination Update**
This job requires that you demonstrate you have been fully vaccinated for COVID-19 prior to the start of employment, to the extent permitted by law. Reasonable accommodations for medical or religious reasons as required by law may be requested. The process to request a reasonable accommodation will be communicated to candidates offered employment.
