Customer Service Representative for US
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The Opportunity
Description
We're looking for a Customer Service Representative for US, working inHealthcare Systems and Services industry in1684 Woodlands Dr, Maumee, OH 43537, Arrowhead Park, Maumee, Ohio, United States.What we do for Echo Health
Our agents manage in-bound calls from health care providers/medical professionals located in the United States and are business-to-business call flows. Alliance One manages calls from various medical professionals associated to hospitals, clinics, doctor offices and dentists. Our agents act as the middleman between the insurance companies and healthcare providers getting paid.
Alliance One responds to inbound calls regarding Virtual Card payments. Virtual Card payments is the method in which the health care providers/professionals receive their insurance claim payments from insurance companies.Hours of Operations:
- Monday- Friday: 8:00 to 7:30 PM EST or when call queue is cleared
- Candidates will need to have open availability between 08:00 to 7:30 and will be given a schedule based on program needs, call volume and interval performance.
- Training Schedule – 08:00 to 4:30 PM EST
Length of training: 6 days in class training (Orientation on Friday), followed by 5 days of nesting.
Background Check:Standard AllianceOne US Background Check, must be completed and “Eligible” to start
Hourly Pay: $15.00/hour
Commission opportunity:Agents have ability to earn a monthly incentive based on shift adherence and three critical KPI (Schedule adherence, Quality Assurance and Average Handle Time), up to $455 potential
Attendance bonus and Incentive payouts is made on the 22nd payday of the current month for previous month performance
Hiring profile for the agent:
- Strong oral communication and professional phone presence
- Goal driven
- Ability to follow client and company guidelines assuring the customers information is correct as well as providing accurate and correct information to the customers
- Ability to multitask when talking and typing at the same time
- Understanding of HIPAA (US federal law that protects the individuals’ medical information) is definitely a benefit but not a requirement
Interview requirements:
- Be able to type at least 15 WPM
- Confident and friendly
- Must be able to articulate themselves well and think on their feet
QA recommendations for success:
- Clarity in communication
- Providing correct information to the customers
- Helpful approach, willingness to problem solve
- Ability to work positively and calmly with customers
- Following call flow
- Validation of the caller is 100% requirement
Selling points for being on ECHO Health:
- New client with opportunity for growth and promotion if you are a strong performer and have the skills to succeed
- Great experience to build upon communication skills and to gain professional phone experience
- Very competitive compensation plan for agents
- No Weekends
Our Client
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● Education requirement: High School Diploma or equivalent ● 6 days in class training and 5 days of nesting experience ● Minimum 1 year of customer service experience ● Minimum 1 year of call center experience ● Proficient in oral and written communication ● Ability to maintain a professional phone presence ● Goal-oriented mindset ● Ability to adhere to client and company guidelines ● Multitasking abilities (typing and talking simultaneously) ● Familiarity with HIPAA regulations ● Proficient in computer skills and typing speed of at least 15 WPM ● Confidence and friendliness in interviews ● Ability to articulate oneself well and think on their feet ● Willingness to work flexible hours, including evenings and weekends ● Ability to work in a fast-paced and high-pressure environment.What Do You Think?
Does your experience reflect what it takes to be successful in this role? Do the work and challenges get you excited about what's possible?
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