Customer Support, Assistant at Mindlance in Any city, TX

Job description

• Job Description
• As a Customer Support, Assistant at Gainwell, you can contribute your skills as we harness the power of technology to help our clients improve the health and well-being of the members they serve, including some of the most vulnerable communities.
• Connect your passion with purpose by collaborating with people who thrive on finding innovative solutions to healthcare's biggest challenges. Here are the details on this position.

Responsibilities

• Answer incoming calls and provide courteous, professional, and knowledgeable assistance.
• Follow established quality guidelines and security procedures during every customer interaction.
• Use designated systems and available resources to research account information and answer customer questions accurately.
• Resolve basic inquiries and escalate complex matters to the appropriate team members when needed.
• Accurately document customer interactions and update account histories.
• Follow up as appropriate to confirm that customer inquiries or requests have been resolved.
• Meet established service-level agreements (SLAs), quality standards, and productivity expectations.
• Collaborate with team members, management, and other stakeholders to resolve customer inquiries.
• Identify and recommend opportunities to improve procedures, workflows, and the customer experience.
• Perform other duties as assigned.

Requirements

• Knowledge, Skills and Abilities
• Ability to demonstrate customer service skills.
• Ability to use and decipher file details.
• Ability to use de-escalation techniques on calls.
• Ability to pay attention to detail while on calls or processing files.
• Ability to display manual dexterity in the use of a PC, phone, sorting, filing, and other office equipment.
• Ability to demonstrate good keyboard skills.
• Ability to maintain patient confidentiality.
• Ability to work independently, under pressure, and within restricted timeframes.
• Ability to adapt and thrive in a changing environment.
• Ability to manage time effectively.
• Ability to demonstrate a strong knowledge of customer service principles and practices.
• To work effectively in a teleworker or hybrid position with Gainwell, employees must have:
• 24 Mbps download
• 8 Mbps upload
• Higher internet speeds are recommended for optimal performance.
• To test internet speed, search "Internet Speed Test" on Google.
• Required
• High school diploma or G.E.D. required.
• Additional education preferred.
• 2+ years of call center or customer service experience.
• Experience in a healthcare or insurance environment.
• Familiarity with help desk or CRM systems.
• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel

Skills

Required

• Ability to manage time effectively.
• Strong customer service orientation.

Benefits

• Health insurance
• 401(k)
• Dental Insurance
• Vision Insurance
• Referral Program
• Travel Allowances