Job description

Bring your drive for excellence, teamwork, and customer commitment to AmeriHealth Administrators. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

At AmeriHealth Administrators, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.

This is a 100% virtual, full-time, direct hire call center position, providing customer service for this Health Insurance “Employer of Choice.” Successful candidates will have experience providing excellent service to customers of health insurance companies or other businesses. Qualified candidates must be comfortable working autonomously, in a virtual environment, and within typical call center metrics and constraints.

Responsibilities

• Attains and keeps current with the knowledge and skills required to provide information, service and assistance in response to all inquiries.
• Available as assigned to accept calls in a professional and courteous manner.
• Determines the nature of the call and takes all possible action, including research, completing forms, or any follow up, to expeditiously ensure the provision of accurate information, service and assistance upon first contact.
• Acquire knowledge of all claims systems applications and member service systems.
• Prepares and forwards appropriate requests to operating areas to accomplish action required as a result of the inquiry.
• Checks internal system inboxes to ensure completion and necessary follow up action. Obtains required information and makes a callback when necessary to complete action on inquiries.
• Meets quality performance standards and works within established time frames.
• Acknowledges each piece of mail and responds to written inquiries either by telephone or letter as required in a professional manner.
• Advises the Supervisor when any of the above accountabilities cannot be performed because of matters beyond the control of the Representatives, such as system, procedural, or administrative errors that indicate a trend.
• Ability to ask effective probing questions and deescalate challenging member inquiries and concerns
• Supports the area in the on-going use of TQM principles in a continuous quality improvement process.
• Performs other duties as assigned.
• The Call Center is open from 7:00am-10:00pm CST—we ask for flexibility with these hours as business needs dictate our business hours.
• Ability to work from home, which includes high speed wi-fi capability of at least 400 MBPS and a quiet, confidential workspace.
• May assist junior staff as needed.

Qualifications

• Reside in one of the following cities or their surrounding suburbs: Philadelphia PA, Bloomington MN, Salt Lake City Utah

Education

• Minimum High School diploma or equivalent
• Two years college education preferred

Experience

• 2-3 years proven work experience with customer contact preferred**
• Experience in the hospitality, healthcare, or pharmaceutical industry
• Exceptional customer service, problem solving skills
• Bilingual a plus
• Strong communication skills
• Demonstrated strong inter-personal skills
• With minimal supervision, demonstrates the ability to research and analyze information from various systems, make responsible decisions, and demonstrate customer focused professionalism at all times.

**Vaccination Update**

Candidates are strongly encouraged to be fully vaccinated for COVID-19 prior to the start of employment. Vaccination is not a requirement at this time but subject to change based law(s). Reasonable accommodations for medical or religious reasons as required by law may be requested. The process to request a reasonable accommodation will be communicated to candidates offered employment.

Job Type: Full-time

Pay: From $17.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• Overtime

Supplemental pay types:

• Bonus pay

COVID-19 considerations:
This will be a 100% remote role, all interviews and onboarding will also be virtual. All

Work Location: Hybrid remote in Bloomington, MN 55425

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