Job Description

MPF Federal is seeking a Customer Service Representative to work remotely with strong customer service experience; must be computer savvy - able to maneuver between multiple windows, and application systems simultaneously, ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook; High-Speed Internet / direct connection to a modem and distraction-free area to work / professional background a must.

Compensation starting at $15.00 per hour - Depends on a variety of factors and SCA determination.

Responsibilities include but are not limited to:

· Provides excellent Customer Care to our Veterans and Providers

· Answer incoming phone calls from customers and identify the type of assistance the customer needs. Requires some Veteran and Provider outreach as needed.

· Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

· Assist customers in navigating CCN websites while encouraging and reassuring them to become self-sufficient in using our tools

· Respond to questions from In-Network providers to verify Veteran benefits.

· Ensure patient confidentiality with the handling of all patient health information and records

· Research complex issues across multiple databases. It requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue with the caller.

· Communicate all issues with leader

· Respond to or refer incoming calls in a prompt, pleasant, and professional manner

· Remain in the call queue at all times unless permission to leave is approved

· Process requests in a timely fashion

· Work effectively in a structured, production environment

· Adhere to daily schedules and assignments

· Policy/process identification and improvement

· Ongoing quality improvement for Veteran and Provider interactions

· Maintain strict member and company confidentiality

· Perform other related duties as assigned

Requirements

Qualifications:

· High School Diploma / GED (or higher)

· Ability/Flexibility to work any of our 8-hour schedules during regular business hours of 6am-7pm CST, Monday – Friday.

· 2+ years of experience in a medical or health insurance environment. Includes claims processing, claims customer service, hospital, or medical/dental provider office, appointment scheduling, etc.

· Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.)

· Proficient in Microsoft Office suite

· Must have a workspace in the home with a door and no distractions

· Ability to multi-task

· Metric focused & ability to consistently meet productivity standards

· Typing Test = 35 WPM to qualify for Soft Skills

· Excellent verbal and written communication skills including strong telephone etiquette and interpersonal skills

· Engaging/ outgoing personality

· Strong customer service skills

· Exhibit solid organizational skills, flexibility, time management, and attention to detail in a goal-orientated environment

· Experience in a related environment (i.e. office, administrative, clerical, etc.) using phones and computers as the primary job tools

· Must be computer saavy - able to maneuver between multiple windows, application systems simultaneously, ability to create, copy, edit, save and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook

· Past customer call center experience desired

· Past experience working in a metric production-based environment a plus

Benefits

MPF Federal is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability. We offer a competitive compensation package including a competitive salary, medical benefits, PTO, holiday pay and more.

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