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Client Relations Agent

General Summary:  Provides dedicated support to claimants, class members, and clients by answering questions and concerns and providing a high standard of customer service. All work is performed accurately with keen attention to detail.     

Responsibilities:

  • Understand the basics and complexities of the GRG settlement administration and healthcare lien resolution.
  • Handles both inbound and outbound calls received to the Call Center, respond with information, assistance, or transfers calls to appropriate area while accurately recording call information into a database.
  • Receive inbound calls including status inquiries, check verifications, appointment and correspondence requests.
  • Place outbound calls to interview claimants, schedule appointments with providers, complete customer satisfaction surveys, and secure claims and plan language with private and governmental agencies.
  • Quickly analyze and provide timely and tailored solutions to all inquiries and complaints from web portal, email, inbound/outbound calls, and in person appointments.
  • Keep detailed and comprehensible records of all conversations in applicable call center database.
  • Ability to work within a high pressure environment and handle difficult customer situations while remaining calm, pleasant and professional at all times.
  • Meet Quality Assurance Requirements and other key performance metrics.

Core Competencies:

  • Customer Focus – Provides internal and external customer satisfaction
  • Communication – Provides and receives information in a manner that engages others
  • Accountability – Takes personal accountability for actions
  • Innovation – Creates a connection to the outside world by providing solutions to on-going issues
  • Adaptability – Is open to change and readily accepts it
  • Teamwork & Collaboration – Relates to others in an appropriate and informative manner
  • Integrity – Engender trust at all levels
  • Accessibility – Be responsive and proactive in providing information to our clients

Requirements:

  • 2+ years’ work experience in call center, provider, health insurance, benefits, or claims fields required
  • Strong verbal and written communication and customer service skills
  • Must be able to work flexible schedule and/or extended shifts
  • Must possess proficient time management skills and be able to shift priorities as required
  • Must possess the ability to advocate for and deal effectively with customers under stressful circumstances
  • Must enjoy helping/serving others
  • Problem‐solver with strong work ethic
  • Proficient in basic Microsoft Office applications
  • Must be fluent in English
  • Bilingual a plus

Environment:

Day consists of frequent speaking, listening using a headset, use of hands/fingers across keyboard or mouse, navigating several computer applications, and long periods of sitting while working at a computer in a service center environment with moderate noise level.

 

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