Customer Service Coordinator

The Health Plan of West Virginia Inc • Wheeling, WV

2d

About The Position

The Customer Service Coordinator position is responsible for assisting the Manager and Director with daily operational activities relating to the call center, which may include: claims payment issues, call monitoring, and provide team with guidance and support.

Requirements

• High School graduate or equivalent:
• Three years of call center experience.
• Self-starter and works independently.
• Detail oriented with good problem solving skills.
• Ability to prioritize and meet deadlines.
• Consistently displays a positive attitude.
• Excellent communication skills.
• Easily adapts to changes in work requirements.
• Knowledge of company software and equipment.

Nice To Haves

• Associates degree or 4-5 years call center experience.
• Knowledge of CPT and ICD 10 Coding.
• Knowledge of medical terminology.
• Knowledge of member benefits and health insurance concepts.
• Must have knowledge of hospital and physician claims.

Responsibilities

• Maintains a positive, caring work relationship with others.
• Assess issues and problem solves at root cause level and assists CSR with difficult situations.
• Assist Manager with monitoring and auditing CSR calls.
• Responds to written correspondence in a timely, professional and friendly manner.
• Ability to prioritize multiple tasks.
• Records and communicates all information clearly and accurately.
• Maintains monthly monitoring score of 90% accuracy or above on the 17 points of excellence.
• Demonstrates a complete understanding of departmental policies and procedures.
• Ability to perform tasks without supervision.
• Meets requirements on annual performance evaluation.
• Documents calls according to departmental guideline.
• Assist with training and maintaining/updating shared training documents.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED