Website Slingshot Connections

Position: Customer Service Representative
Location: Monterey, CA
Schedule: Mon-Fri 8am-5pm

Purpose of Position
The Customer Service Representative is responsible for answering telephone inquiries and responding to
correspondence from clients, members and providers regarding eligibility, claims status and benefit
determinations.
Responsibilities
• Interacts with customers (client, member and provide) via telephone, email, or in person to
provide support and information specific to eligibility, benefits, claims, prior authorization
requirements and appeals.
• Document all communication in the applicable system of record.
• Provide proactive education to customers, as it relates to their specific inquiry.
• Provide accurate and timely responses to all customer inquiries.
• Successfully bring all issues to closure within appropriate timeframe.
• Provide support and coverage to inter-departmental staff as needed.
• Coordinate customer appeals and grievances with appropriate staff.
• Perform other activities and functions as assigned.
Position Requirements
• Excellent verbal and written communication skills, including active listening.
• Working knowledge of customer service procedures and principles Service-oriented; Ability to resolve customer complaints and issues while maintaining a
professional and calm demeanor.
• Working knowledge of federal regulation specific to the administration of self-funded employer
health and welfare plans, including ERISA, Department of Labor and Health and Human Services.
• Working knowledge of coding, billing and medical terminology.
• Ability to operate spreadsheet, word processing programs and computer equipment required to
fulfill position responsibilities.
• Exceptional diplomacy skills to effectively resolve issues under sometimes tense and stressful
circumstances.
• Readily adaptable to the changing needs of the business; able to manage multiple priorities;
tolerance for ambiguity.
• Ability to use sound judgement, identify next steps to be taken, and develop appropriate solutions.
• Ability to collaborate with multiple parties to solve problems.

Competencies
• Accountability and Dependability: Assumes responsibility for accomplishing duties in an
effective and timely manner.
• Integrity: Consistently honors commitments and takes responsibility for actions and words.
• Software and Computer Skills: Proficient in the use of Microsoft Office Suite, Highly skilled at
using the Internet. Must learns effectively with computer-based and/or online training.
• Flexibility: Demonstrates adaptability and openness to alternative solutions and flexibility when
interacting with others, understanding their attitudes, needs, interests, and perspectives.
• Inclusiveness: The ability to network and partner with all internal and external stakeholders
including broad and diverse representation of private/public and traditional/non-traditional
community organizations.
Skills and Education
• Associates degree, or applicable professional experience, required.
• Minimum 1 to 3 years experience in a healthcare or insurance industry call center.

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