Denison, United States
about 1 year ago
Under general supervision, takes inbound calls in a call center environment and performs outbound calls to existing providers to ensure accurate data is on file in multiple systems.
Inbound calls are from contracted providers and may be escalated.
Inbound/Outbound call team handles requests by telephone, email and mail regarding provider contracts.
Responds to inquiries from provider and/or others for information and assistance.
Performs research to respond to inquiries and interprets contract provisions to determine most effective response.
Independently responds to inquiries or issues/complaints from routine to moderate complexity. Responsible for reporting and tracking provider calls.
Should be able to research multiple systems for resolutions and use critical thinking skills to resolve complex issues.
May seek assistance with complex issues.
Excellent interpersonal skills.
Ability to understand and interpret contract provisions.
Ability to independently think and make decisions.
Ability to learn and use multiple computer programs/systems to help answer inquiries and resolve issues.
Excellent follow-up skills.
Average: 5,000 to 8,000 keystrokes per hour
Problem Solving Skills
Intermediate proficiency in Microsoft Office Suite; high level capacity to multitask independently and on a computer.
Excellent written and oral communication skills
Exceptional organizational and time-management focus
1+ Year Customer Service Experience
High School Diploma or GED required.