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Position: Service Center Representative

Location: 5555 Glendon Court, Dublin OH 43016

Duration: 7+ Months

Primary Purpose:

• To provide excellent service to callers regarding claims for multiple lines of business; to expedite the claims application process and provide detailed claim notes on all calls; to resolve issues with one call/one person response; and to direct calls to appropriate escalation path as needed.

Essential Functions and Responsibilities:

• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Educates and informs the customer via multiple communication channels about documentation required to process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Enters verbal and written application information that meets both the internal and external customer's requirements accurately into the claims management system.
• Assigns new claims to the appropriate claim's handler.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Centre Specialist/management as needed.
• Attendance during scheduled work hours is required.

Qualifications:

• High school diploma or GED required. College courses preferred
• Call centre experience with preferably medical knowledge or medical bill/claims processing knowledge would be helpful experience
• One (1) year customer service experience or equivalent combination of education and experience required.
• Inbound call centre experience preferred.