Customer Support Rep I
at Ronin Staffing

Date Posted: 11/7/2019

Job Description

HERE’S THE JOB DESCRIPTION:
Title
: Customer Support Rep I 
Pay: DOE
Location: Monterey Park, CA 91754
Duration: 2-3 month contract + possible extension
Schedule: 9-5:30

Job Description:

The Customer Support Representative I is responsible for answering all incoming telephone calls while assisting with inquiries and request.

1. Provide superior customer service to all incoming callers to ensure an exceptional customer experience.

2. Receive and respond to incoming calls from members, member advocates, providers, health plan representatives, etc. Identify and resolve issues related to patient care and services.

3. Provide assistance with inquiries such as eligibility, authorizations status, PCP changes, appeals and grievance intake, and various other inquiries.

4. Assist callers in connecting with other internal departments or external parties such as partner PCP offices, health plans, pharmacies, etc.

5. Educate callers on the use of the member and provider web portal.

6. Properly identify member’s health plan assignment for appropriate re-directing when necessary.

7. Collect, verify and update member demographic information in systems.

8. Make outbound calls for follow up purposes when needed. Set reasonable follow up expectations with callers and meet or exceed those commitments.

9. Continuously work on open inquiry log and maintain minimal open cases.

10. Use appropriate subject codes, accurately, thoroughly and clearly document all inquiries in tracking systems.

11. Recognize and alert management of inappropriate trends during customer calls. Provide process improvement recommendations.

12. Adhere to individual and departmental key performance indicators (KPIs) such as number of inbound calls per day, wrap up time, handle time, QA audit performance, abandonment rate, and service level.

13. Assist with training of new and existing staff when called upon.

14. Actively participate in all departmental meetings, training sessions, and other activities.

15. Maintain confidentiality of all protected health information in accordance with corporate guidelines.

16. Perform other duties as assigned.

Required/Desired Skills:

  • High School Diploma or equivalent – Required
  • Bilingual: English/Spanish – Required
  • 2 year experience working in a call center environment where a service/support role was primarily performed. – Required
  • Minimum of 1 year in medical or healthcare environment preferred. – Desired

Job Snapshot

  • Employee Type: Contractor
  • Location: Monterey Park, CA
  • Job Type: Other
  • Experience: Not Specified
  • Date Posted: 11/7/2019

About Us

Founded in 1999 as a woman- and minority-owned IT staffing organization, Ronin Staffing has grown into a full-service staffing search firm that recruits and places qualified and quality candidates with expertise in a wide range of areas, including Engineering, Aerospace, Administration, Accounting/Financing, to name a few. We offer contract-only, contract-to-hire or direct-hire services to our clients and our contractors alike.

Our team of experienced, dynamic and tenacious recruiting specialists will provide you with the personal assistance you need to keep your career moving onward and upward. Whether you are looking for hourly, mid-management or executive level positions, you can be confident in our recruiters’ ability to match you with just the right assignments with just the right companies to suit your needs. Many members of our staff have backgrounds in the industries for which they now recruit, and Ronin has become one of the leaders in providing professionals to Fortune 100, 500, and 1000 companies.

We are proud to offer you a full line of services to help you to meet your career objectives, including resume assistance, human resources consulting, and expert guidance on professional interviewing techniques. We also offer direct deposit and a competitive benefits package.

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