Customer Service Representative, CC

Partnership HealthPlan of California•Fairfield, CA

4h•$29 - $34

About The Position

Overview To respond to member and provider inquiries regarding case management telephonically.Ensures that callers’ questions and/or problems are resolved or are directed to the appropriateperson for resolution and/or entered as a referral for case management while providing thehighest level of customer service.

Requirements

High School Diploma or equivalent; minimum three yearsadministrative experience required. Two (2) years of experienceworking in a health care setting recommended.
Strong written and oral communication skills.
Advanced computerskills, including proficiency in multiple software applications includingMicrosoft Office Suite and SharePoint.
Strong organizational andmultitasking skills.
Excellent interpersonal and customer service skills.
Must be able to work in a fast-paced environment and maintaincourtesy and composure when dealing with internal and externalcustomers.
Ability to function effectively with frequent interruptionsand direction from multiple team members.
More than 50% of work time is spent using a desktop computer.
When necessary, the ability to lift, carry, or move manuals and reports,weighing up to 25 lbs.

Nice To Haves

Bilingual skills in Spanish, Tagalog, or Russian may be preferred.

Responsibilities

Supports the Care Coordination Department by answering the ACD telephone line,determining call urgency and routing calls appropriately
Responds to member and provider issues and questions received through the CareCoordination ACD line.
Provides excellent customer service and communicates with others in accordance withPartnership standards and expectations.
Communicates clearly and effectively through all mediums of communication withmembers, providers, vendors, community partners, and Partnership employees.
Responds to inquiries in a timely manner
Documents calls as appropriate.
With direction, initiates and processes referrals to appropriate programs in accordancewith department policies, and communicates referral outcomes to referral source.
Works with internal departments, providers, and external organizations to resolve issuesas needed.
Manages the Care Coordination regional helpdesk and routes emails or enters referralsappropriately
Other duties as assigned
Provide support and assistance to coordinators and health care guides as needed.