Duties / Responsibilities:
Handle high volume of inbound calls and respond to customer inquiries
May assist in the processes required for medical case file creation
Assist other team members in maintaining and collecting sensitive case documents
Aid team members with case file maintenance, including filing, retention, and labeling
Track and escalate case issues, as needed Review and research escalated case issues and respond in a timely manner
Communicate effectively to ensure high quality and timely expedition of customer requests
Effectively transfer misdirected customer requests to an appropriate party
Participate in activities designed to improve customer satisfaction and business performance.
Perform other duties as assigned by management
Meet Quality Assurance, production requirements, and other key performance metrics
Listen attentively to customer needs and concerns; demonstrate empathy
Education Required: High School Diploma or GED.
Background & Experience Required: Preferable experience in a Call Center, human services, health care or service-related field.