Archive: I need a Customer Service Agents

Budget 194$ per month

Posted: 5 years ago

Closed

Description: We are in search of a Customer Service Agent.
Essential Functions:
Acts as first point of contact for incoming customer inquiries and service requests received in the Company Shared Services Contact Center through email, phone, and web portal channels
Works as part of a team of Customer Service Agents and Specialists to support one or more of the Company Shared Services service delivery teams (e.g. Supply Chain, Payroll, Accounts Payable, Human Resources, and Revenue Cycle)
Over time, participates in training in order to support additional process areas in responding to customer inquiries and service requests
Assignment Specific Responsibilities: Primarily supports processes for one or more of the Company Shared Services service delivery teams and depending on area of focus, handles resolutions related, but not limited to basic answers regarding:
Human Resources: employee benefits and deductions; benefits, recruiting, training and compensation policies and procedures
Supply Chain: purchasing inquiries around what can be purchased and from whom, end-user support for purchasing processes
Payroll: direct deposit enrollment, basic payroll policy and contract information, end-user process support
Accounts Payable: status of invoice payments for vendors, end-user process support
Revenue Cycle: billing and collections, including the updating and/or creation of new patient statements; explanation of statement contents/format, charge entries, billing and collection processes, 3rd party payer activities
Acts as first point of contact for incoming customer inquiries and requests by email, phone, and web portal channels
Leverages customer relationship management tools (primarily Salesforce) to perform front-line customer support and resolves the majority of issues without escalation
Records, edits, and tracks all customer interactions through customer relationship management tools

Requirements

Experience in call center or equivalent customer service setting as typically acquired in 0-2 or more years, preferably in a service delivery environment strongly desired
Experience in Human Resources, Payroll, Accounts Payable, Supply Chain, and/or Revenue Cycle preferred
Experience in the healthcare industry preferred
Experience in shared services/internal service delivery role preferred
Experience with Microsoft Office - Word, Excel, PowerPoint desired
Knowledge of processes within one or more of the following functions desired (required for first round of hiring): Human Resources, Payroll, Accounts Payable, Supply Chain, Revenue Cycle Customer Billing
Knowledge of customer relationship management (CRM) tools and related analytics desired
Knowledge of shared services enabling technologies (e.g. Lawson, Hyland OCR, Kronos) desired
Knowledge of company policies, practices and procedures a plus
Familiarity with performance metrics and ability to meet identified targets a plus
Strong customer service skills and professional demeanor
A minimum of two language is desired for this role to allow the company to better serve the community and patient population
Ability to learn new functional processes
Ability to process requests quickly, accurately, and consistently with general supervision
Ability to learn and use various Contact Center enabling technologies
Ability to assess problems and resolve or escalate to appropriate team to resolve
Ability to recognize the appropriate style, level of detail, and message for the audience
Strong verbal and written communication skills
Skills:
customer relationship management (CRM),customer service,recruiting,payroll,accounts payable,agent,communication,customer support,healthcare,human resources (hr),microsoft office (ms office),policy and procedures,sales orders and invoices

Category: Administration

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