Geisinger Health System Customer Service Representative I in WILKES BARRE, Pennsylvania
Job Title: Customer Service Representative I
L ocation: Wilkes Barre Public Square
D epartment: Customer Service Operations Contact Center
S chedule: Days
W ork Type: Full Time
Job Summary :
Assists Customer Service Team Leader in resolving customer concerns, providing appropriate education/instruction and maintaining customer satisfaction by providing the highest level of customer service in only one of the Primary Functions (enrollment, claims or phones).
Proficient in one or more of the three GHP lines of business including the following product designs:
HMO which includes: HMO, HMO Point of Service, Solutions, Solutions Point of Service, Choice and GHP Direct.
TPA which includes: High Deductible Health Plan, Choice no referral, Direct Access, Indemnity and all self-funded third party administrators including GHS.
Gold which includes: Classic 1, Classic 2, Classic 3, Preferred, Open 1, Open 2, Open 3, Open 4, Secure 1 and 2 and Gold Reserve.
Actively participates in cross training, improving processes within the Customer Service team. Responsible for attaining and maintaining "key performance measures" established for the Customer Service Team in the primary functions of claims, enrollment and phones.
Works under the direction of the Customer Service Team Leader.
Cross training is based on experience and departmental need.
Competencies and Skills:
Demonstrates excellent communication, problem solving, and customer-service skills within a team atmosphere.
Demonstrates excellent organization and time management skills and ability to work independently.
Demonstrates ability to work with and manage multiple data sets. Demonstrates good verbal and written skills and ability to work with all levels of Health Plan personnel.
Demonstrates competence in written, oral and electronic communication skills (interpersonal/communication and technological effectiveness competencies).
Demonstrates the ability to be flexible to change.
Demonstrates the ability to be a team player.
Strong keyboarding skills.
Demonstrates competence in maintaining department standards in a fast paced office environment.
Demonstrates ability to be detail oriented.
Demonstrates ability to multitask and function under pressure to ensure Health Plans goals are met.
Demonstrates customer service skills.
Demonstrates strong problem solving skills.
Demonstrates ability to participate in problem solving situations.
Demonstrates strong organizational and analytical skills.
Demonstrates the ability to maintain confidentiality.
Education and or Experience:
High School diploma and minimum one year customer service, hospital or insurance experience, including patient or public contact, required.
If primary function is in claims, basic knowledge of the CPT-4, HCPCS and ICD-9-CM coding manuals preferred.
Working Conditions/Physical Demands:
Work is typically performed in an office environment.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation.
ABOUT GEISINGER: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners.* Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. For more information, visit www.geisinger.org, or connect with us on Facebook, Instagram, LinkedIn and Twitter.
** Does not qualify for J-1 waiver. We are an Affirmative Action, Equal Opportunity Employer Women and Minorities are Encouraged to Apply. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of disability or their protected veteran status.