Full Job Description
Who We Are:
Signature Performance is working hard at lowering healthcare administrative costs for federal government agencies, payers, and providers. At Signature, our mission is to improve the health of our clients’ business and making the lives of the people we work with better. We do that by leading with our values of Passion, Courage, Integrity, and Respect in all interactions.
What We Offer:
Signature believes in fully developing each one of our Associates. We deliver a performance-driven atmosphere with competitive pay, world-class training and development classes, resources, and events, an award-winning culture to thrive in, and so much more.
Tuition Assistance Program
401(k) program with employer contributions
Comprehensive health insurance
Competitive Paid Time Off for Sick and Vacation Time
No-cost annual flu shots
A hybrid work-from-home and/or on-campus work plan
The Associate will answer calls from health care providers and the VA in their efforts to deliver medical, dental, and pharmacy services for eligible veterans unable to receive care at local VA medical centers. Typically providing the assistance needed to resolve questions and issues regarding health care claims and payments.
Delivery of consistent and exceptional customer service is crucial for success in this position. The Associate is responsible for researching complex issues across multiple databases and working with support resources to resolve issues and/or partner with others to resolve escalated issues.
This position requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue, voice and message, with the caller.
High school diploma or GED
1+ years of call center experience preferred
1+ years of customer service experience analyzing and solving customer problems OR 1+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties
Demonstrated ability to listen skillfully, collect relevant information, build rapport, and respond to customers in a compassionate manner
Basic proficiency with Windows PC applications including Microsoft Excel, Word, and Outlook (ability to create, edit, save, and send)
Exhibit, with confidence, excellent verbal and written communication skills
Ability to work any shift within hours 7:00 am to 12:00 am (ET) Monday through Friday and overtime as needed based on department needs
1+ years of medical appointment scheduling preferred, but not required
Bilingual in English and Spanish preferred, but not required
Experience working with the Department of Veterans Affairs (VA) would be helpful but is not required
Prior health-related field preferred – Business processing, medical terminology / billing, or claims experience would be a plus
Demonstrate strong attention to detail, a positive attitude, and personal drive/motivation
Respectful, courteous and have a heart for service
The incumbent must be able to effectively operate the current computer system, telephone system, and other office machines such as copier and fax machines.
Answer incoming phone calls per day from customers and identify the type of assistance the customer needs
Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
Contact care providers (doctor’s offices) on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed
Assist customers in navigating UnitedHealth Group and/or VA CCN websites while encouraging and reassuring them to become self-sufficient in using our tools
Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues
Have a deep commitment to deliver exceptional customer service in a positive working environment
Strive to resolve caller issues expeditiously while exceeding expectations
Maintain constant awareness of service level and queue status in order to meet contractual requirements
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