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Customer Care Associate (Evening) Full Time - Incl 10% shift differential

West Corporation Plymouth Meeting, PA
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Job Description

Description

 




Calling all night owls! Wests Health Advocate is looking for full-time Evening Customer Care Associates to join our Plymouth Meeting team. Our Customer Care Associates are friendly, compassionate, great listeners, and skilled problem-solvers who assist our members in navigating the complex healthcare system.


MAJOR JOB ACCOUNTABILITIES

Customer Care Associate Functions:

  • Compassionate and dedicated professionals with exceptional listening skills who assist our members in navigating the healthcare system
  • They work as part of a team and demonstrate customer service excellence
  • Answer a variety of incoming calls from members regarding their healthcare questions and other inquiries the member may have
  • Build rapport with callers using a friendly, courteous and professional manner
  • Verify/Collect demographics and update systems as necessary
  • Determine and execute the best resolution to assist the member based on their needs or requests
  • Transfer caller to appropriate area(s) both internally and externally
  • Manage tasks with timely follow-up per policies, which involve interaction with members, providers, insurance carriers and other vendors
  • Handle calls in Triage queues
  • Perform other duties and projects as assigned by management
 

Qualifications

 
Applicants for this job will be expected to meet the following minimum qualifications:


Education

  • High School Degree or GED required
  • Bachelors Degree preferred

Experience

  • Telephone triage experience helpful
  • Strong Communication skills and phone etiquette
  • Strong ability to explain complex issues to members or callers
  • Highly effective listening skills
  • Strong problem solving/issues resolution/multitasking skills
  • Excellent customer service and customer resolution skills
  • Organizational and administrative skills
  • Experience with Microsoft Word and Excel
  • Ability to work in a team environment
  • Work in-house and permanent

Other

  • Must score acceptably on job related testing
  • Based on program may need to be bilingual in English, Spanish, etc.

Hours of operation are: Monday - Friday

Full Time: 1 - 9 pm; 2 - 10 pm; 3-11 pm; 4 pm - 12 am

Will consider other FT shifts between the hours of 1 pm - 12 am


Hourly compensation includes 10% shift differential for all evening hours worked after 3:00 pm.


West is connecting people and ideas.
We are delivering on their potential.
We are improving the way we work and live.


At West, we are dedicated to delivering and improving upon new channels, new capabilities and new choices for how businesses and consumers collaborate, connect and transact. We develop technology-enabled communications that change the way we work and improve the way we live. We are a collective effort of enterprise and individuals, of communities and customers, of partnerships and families. We are the sum of our entire network - the result of brilliant ideas, dedication and the hard work of people who share our vision. We are at the core of a technology and communications engine that is changing the world.


We connect. We deliver. We are West.


Applications accepted through 10/31/17.


EEO Employer

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Job Details

Date Posted October 9, 2017
Date Closes October 10, 2018
Requisition 119307
Located In Plymouth meeting, PA
SOC Category 00-0000.00
Location