Overview
Lead Customer Service Representative Jobs in United States at RemoteHunter
Title: Lead Customer Service Representative
Company: RemoteHunter
Location: United States
1. About Our Company: The organization operates globally in the healthcare sector, addressing challenges in connecting people with the care they need, pharmaceutical benefits, data, and resources to improve health outcomes. It leverages technology to support millions in living healthier lives and emphasizes inclusion, professional development, and community impact.
2. About the Opportunity: The Lead Customer Service Representative role is designed to provide compassionate and effective support for a high volume of calls, ensuring that customer needs are met with integrity and professionalism. This position also serves as a resource and subject matter expert for team members, enhancing customer service quality and team performance.
3. Responsibilities:
- Handle 50 to 70 customer calls daily with empathy and efficiency
- Serve as a subject matter expert and support team members
- Effectively resolve complex customer issues and escalated calls
- Identify customer needs related to benefits, billing, authorizations, and explain benefits
- Accurately document interactions in computer systems
- Coordinate with healthcare providers for appointment scheduling and specialist connections
- Assist customers in navigating the organization's websites to encourage self-sufficiency
- Take ownership of problem resolution with timely follow-up when needed
- Investigate complex issues using multiple databases and collaborate with support resources
- Provide education and updates on pre-authorization or pre-determination requests
- Meet established performance targets, including efficiency, call quality, provider satisfaction, first-call resolution, and attendance
4. Requirements:
- High school diploma, GED, or equivalent work experience
- Minimum age of 18 years
- Completion of customer service training with demonstrated proficiency
- Proficiency with computer applications and Windows
- Flexibility to work full-time, including any 8-hour shift Monday through Sunday between 7:00 am and 11:00 pm, including some holidays; the department operates 365 days a year
5. Required Skills:
- 1+ years of experience in customer service, call center, or phone support roles
- Experience with claims processing
- Bilingual in English and Spanish
6. Preferred Skills:
- Secure handling of sensitive documents
- Private and dedicated workspace
- Reliable high-speed internet connection approved by the organization
7. Pay Range and Compensation Package:
- Hourly pay ranges from $20.00 to $36.00 based on experience and other factors
8. Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note: RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their application directly through the hiring company's career page or ATS.
