Customer Service Representative

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Overview

• An 8-hour shift will be assigned between the hours of 8:00am - 8:00pm EST, Monda-Friday (subject to change per the business need)
• Pay Rate: $14 per hour
• Agents in training and production are eligible to earn $1 per hour differential if agent works a minimum of 78 hours worked in the pay period, bi-weekly attendance incentives & monthly KPI incentives (after successfully completing training & nesting)

Job Summary

Customer Service Representatives deliver exceptional support to both new and existing members and providers byassisting with billing and claims inquiries, enrollment and eligibility verification, benefits inquiries, provider changes and provider searches, ID card requests, authorization status checks, CPT code lookups, pharmacy inquiries, transportation coordination, dental and vision benefits, general information requests, and managing grievances and appeals.

Key Roles and Responsibilities

• Call Center environment
• Handling a high volume of inbound calls for Healthcare Member and Provider inquiries
• Maintain awareness of the way performance and actions affect members.
• Web camera visibility
• Schedule Flexibility

Qualifications & Experience

• Customer service experience
• Healthcare experience
• Call Center experience
• Data entry experience
• Must have a private workstation to perform your work
• Must have Internet to include a router with Ethernet jack for connectivity to PC (100mps download/20mps upload)

Must Haves

• Ability to navigate multiple computer screens
• Ability to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously
• Must be reliable and punctual
• Work effectively in a team environment
• Work independently without constant supervision
• Positive professional attitude
• Detail-oriented
• Computer literate
• Strong reading comprehension and writing skills
• Problem-solving skills.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.