About Firstsource
Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions to reimagine business processes and deliver increased efficiency, deeper insights, and superior outcomes.
We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines, India and Mexico. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals. Our clientele includes Fortune 500 and FTSE 100 companies.
Job Title: Work From Home Customer Service Representative
Job Type: Full Time
FLSA Status: Non-Exempt/Hourly Grade: H
Function/Department: Health Plan and Healthcare Services
Reporting to: Team Lead/Supervisor -Operations
Pay Range: $14.00 an hour
Hours; Must be able to work 5 days a week, 8 hour shift between the hours of 9am to 9pm PST.
Training Hours; 8am t 4:30pm PST Monday-Friday
Role Description: As a healthcare professional, the Customer Service Representative will guide clients through their healthcare environment ensuring they have access to the best resources available to them. Customer Service Representatives provide new and existing members and providers with the best possible service in relation to billing, claims, enrolment, benefits, suggestions and complaints.
Roles & Responsibilities
• Manages incoming calls related to Healthcare Member and Provider inquiries.
• Ensures a positive experience for members.
• Utilizes web cameras for enhanced visibility during interactions.
• Perform other duties as assigned.
Expected/Key Results
• Inquiry accuracy and completeness
• Productivity
• Call resolution
• Overall customer satisfaction
• Call handle time
Qualifications
The qualifications listed below are representative of the background, knowledge, skill, and/or ability required to perform their duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.
Education
• High School diploma or equivalent required
Work Experience
• At least 2 years of call center experience preferred
• Health insurance experience preferred
Competencies & Skills
• Strong verbal and written communication and reading comprehension skills
• Strong problem-solving skills and attention to detail
• Knowledge of computers and ability to quickly learn new systems • Ability to navigate multiple computer screens
• Ability to answer Healthcare Member and Provider inquiries and type information simultaneously
• Ability to demonstrate reliability and punctuality
• Ability to work effectively independently and in a team environment
• Ability to demonstrate a positive professional attitude
• Embracing a flexible scheduling approach to accommodate dynamic healthcare demands.
Additional Qualifications
• Ability to work flexible schedule, including overtime, evening and weekends, to accommodate dynamic healthcare demands, as needed
• Availability of a private workstation to perform confidential work required
• Possession of an internet router with an ethernet jack for direct connectivity to PC required
• Ability to download 2-factor authentication application(s) on personal device, in accordance with company and/or client requirements
• Ability to pass the required pre-employment background investigation, including but not limited to, criminal history, work authorization verification and drug test
Firstsource is an Equal Employment Opportunity employer. All employment decisions are based on valid job requirements, without regard to race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other characteristic protected under federal, state or local law.
Firstsource also takes Affirmative Action to ensure that minority group individuals, females, protected veterans, and qualified disabled persons are introduced into our workforce and considered for employment and advancement opportunities.
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