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Job Title:
Customer Service Representative (Bilingual preferred) / 1542
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Location:
Brookfield, WI 53005 |
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Job Status:
Full Time, Employee |
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Job Category:
Customer Support/Client Care |
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Career Level:
Experienced (Non-Manager) |
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Reference Code:
1542 |
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Visit us on the web
http://apshealthcare.com/
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| APS was founded as a behavioral healthcare company and has evolved into a specialty healthcare company that offers customized, integrated healthcare solutions across two major product lines: care management and behavioral healthcare services. The company has capitalized on its experience in behavior change to create physical and mental healthcare programs that are industry renowned. The use of an integrated approach to healthcare for the mind and body has allowed APS to be more effective in improving the quality and effectiveness of care.
Today, APS is a pioneer in providing health and disease management services while retaining its position as one of the leading behavioral healthcare organizations in the United States. In fact, APS is the only specialty healthcare company with extensive experience in health management, behavioral healthcare, employee assistance programs (EAP), informatics and quality review/oversight programs.
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Customer Service Representative (Bilingual preferred) / 1542
Position Description:
The Bilingual Customer Service Representative (English/Spanish) conducts intake in a call center environment, communicating with a wide variety of internal and external contacts including staff, members, providers, facilities, claims payers, and insurance companies.
Essential Functions
• Provide member education and/or instruction specific to the service requested.
• Confirm member is eligible for services through verification of plan eligibility, plan coverage and APS responsibility for requested service.
• Maintain a high level of customer satisfaction with timely problem resolution.
• Provide a record of customer's call through timely documentation in operating system.
• Meet internal and external timeliness criteria by answering call within three rings and completing post-call work in a timely manner including generation of customer communication materials.
Education
Minimum high school diploma or GED.
Experience
• Minimum of two years customer service experience in a position that required ownership for resolution of customer's issue is required.
• Excellent bilingual English/Spanish communication skills preferred.
• Call center and healthcare experience preferred.
• Internet and web-based systems experience preferred.
• Medical terminology preferred.
• Good communication skills and ability to interact with people in a culturally diverse environment.
• Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.
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