Specific Responsibilities:

Responsible for overseeing all inbound and outbound calls from all customers, including members, providers, pharmacies etc.  Responsible for coordinating all staff schedules to ensure proper phone coverage in all markets and time zones, to ensure CMS standards and customer expectations are met.  Handles all escalated situations & follows through until completion. Ensures walk in customers are handled promptly and professionally.  Monitors all call center staff performance & coaches as necessary.  Identifies areas for process improvements & ensures staff is communicating information clearly, accurately, and in the “Essence expected” customer service way.  Responsible for the daily distribution of workload to ensure idle time is kept to a minimum and workload remains balanced and timely.  Coordinates special projects among staff and offers assistance to other depts. when possible.  Position will require travel to current or new markets.

Qualifications Needed:

Candidate must have a minimum of three years within the Essence Customer Service department or demonstrated proven ability to perform all tasks.  Candidate must have working PC knowledge and excellent keyboarding skills.  Excellent decision making skills, multi tasking ability and good organizational skills along with working knowledge of Microsoft Word and Excel.  Candidate must have excellent written and verbal communication skills and be able to treat employees in a fair an professional manner.

Knowledge of Federal & State Healthcare regulations, Essence benefits and how they are administered, P & P’s, Contracts etc.

We offer competitive salary and excellent benefits, Including 401k, EOE

Please Apply at

http://jobs-essencehealthcare.icims.com /