Job description
Security Clearance required:
Public Trust
Cognosante is on a mission to transform our country’s healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people’s lives today!
Job Description
Job Description
Customer Service Representatives (CSRs) provide exceptional service while answering in-bound consumer inquiries. Use basic office equipment and technology such as telephones, email, and web-based tools to perform duties. CSRs are trained on multiple systems and use these systems daily. To ensure information provided is accurate and consumers have the best possible experience all calls require the use of scripted responses.
Position is customer service focused. There are no sales involved.
Key Responsibilities:
Key Responsibilities:
- Performing in-bound and outbound customer service support, via phone, email and/or chat
- Respond to Customer inquiries within the set departmental staffing and time parameters
- Follow established and documented policies and standard operating procedures, such as completing checklist, escalation request, and documenting account records
- Demonstrate ownership in all facets of both customer and support group interactions
- Ability to resolve problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues
- Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquires
- Achieve service level metrics that includes first call resolution, appointment integrity, response time, response accuracy
- Responsible for following-up, monitoring, and completing commitments to successful outcomes for customers and client providers
- Adhere to HIPAA privacy laws
- Complete and accurately disposition call records for appointment scheduling and capturing of contact information
- Utilize standard technology such as a telephone, e-mail, calendar scheduling and web browser
- Navigate within an online tool to the appropriate responses, record capturing, and fulfillment servicing
- Provide basic general and claims specific information
- Identify and provide feedback on identified trends and servicing incidents
- May be required to work holidays, evenings, weekends, and overtime
- Perform other related duties as assigned
Required Qualifications
- High School diploma or GED equivalent required
- Must be able to speak, write and read Spanish and English clearly, professionally, and fluently
- Must be able to type a minimum of 20 WPM
- Basic computer knowledge and comfortable navigating a Windows based operating system
- Friendly, empathetic phone presence
- Ability to sit and speak for extended periods of time
- Proven ability to build relationships within a team
- Must be punctual and committed to assigned schedule
- Must demonstrate excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks
Candidates that do not meet the required qualifications will not be considered.
Preferred Qualifications
- Minimum 6 months customer service/Help Desk experience preferred
- Ability to speak Spanish fluently is a plus
- Inbound call center experience a plus
- Participate in training and receive certification that all required modules received a passing score
- Previous professional email correspondence experience strongly desired
Cognosante will not provide sponsorship for employment-based immigration benefits for this position.
Cognosante requires all employees regardless of position, work location or telework status to be fully vaccinated against COVID-19 unless prohibited by federal, state, or local laws. Cognosante will consider requests for reasonable accommodations due to disability or a sincerely held religious belief or otherwise in accordance with any federal, state, or local laws.
Like many other growing companies, Cognosante has been targeted by scammers attempting to make fraudulent job offers to potential candidates. Communication from Cognosante recruiting will only be sent with an official corporate domain email (e.g., @cognosante.com or @accurate.com) and not a commercial domain e-mail (e.g., @gmail.com or @yahoo.com). We will never request payment from you, nor will we send payment to you, prior to your start date. If you have been asked to send or receive any payment, or if you have any doubt about whether you have been contacted by a Cognosante employee, please contact us at
jobs@cognosante.com
. Thank you.
Cognosante is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.
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