Job Description

Duties may be performed via telephone, video conference, chat, email, or a combination.

• ​Serve on the front lines of customer experience

• Interact with customers via phone; focusing on questions related to client-related products and services

• Provide consistent, high-quality support to all customers

• Research, navigate and locate answers to customer questions and concerns 

• Leverage client website, internal web-based knowledge service, system tools, and other resources to independently respond to inquiries 

• Document all calls, detailed resolution, and follow up to actions

• Provide status updates to customers calling after the initial request for assistance was processed

• Responding to billing clarification as well as claim status questions and inquiries

• Facilitate three-way conferencing and scheduling between customers and service providers.

• Place outbound calls to list of client’s service providers to secure appropriate resolution

• Possible outbound calls to the client, client’s customers and/or client account representatives for status and clarification purposes

• Transfer inbound calls or outbound calls to other client-designated internal support departments or client account representatives

• Outbound coordination to client’s service providers & possible follow up calls for clarification and/or additional calls for secondary services