HEP Customer Service Associate

Responsibilities: Receives and responds to telephone calls from participants of a Health Enhancement Program (HEP) regarding verification of status, eligibility and the necessary requirements and provides accurate information to participants. Acts as a customer advocate in providing assistance to resolve callers issues/ problems/questions. Expertise with understanding and communicating the employer group preventive and chronic requirements. Utilizes good judgment and discretion in referring cases to a Health Navigation Specialist and/or a Chronic Nurse Case Manager. Documents calls properly and demonstrates competence and expertise in the use of Information Management Systems. Collaborates with Management to identify areas of participant dissatisfaction and trends concerning issues. Collaborates with the Health Care Management department to address participant issues. Data entry as needed. Performs other related projects and duties as assigned. Required Skills Qualifications: Associates Degree preferred or equivalent combination of education and work experience At least 2 years of previous customer service experience in a call center, medical office, sales/service or billing environment required; telephonic healthcare customer service experience required. Excellent oral and written communication skills and interpersonal skills required. Previous system user experience in a highly automated environment required. Strong personal computer skills. Demonstrated analytical skills desirable. Excellent telephone manner; ability to handle high volume of calls efficiently and courteously. Ability to perform in office environment with extended periods of sitting, using telephone, viewing computer screens, standing, reaching, lifting files, binders, computer reports.

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