Member Service Representative - FACETS experience

Work at Home
Immediate

Job Description

Our Member Service Representatives will receive inbound calls from current and potential health insurance members responding to inquiries regarding benefit and eligibility information, claims and billing questions, and primary care physician assignments. Representatives may also receive calls from providers with questions regarding member eligibility, coverages, benefit types, copays, and claims.  Remote team members are reliable, experienced, motivated, tech-savvy and exceptional at providing outstanding service. 

Responsibilities

  • Explain plans, procedures, protocols, benefits, services and any other necessary information to the members (and occasionally providers) who telephone the Member Services Department
  • Adhere to all call metrics as set forth by the client including Schedule Adherence, Average Handling Time, After Call Work and CSAT scores (Customer Satisfaction Scores) if applicable
  • Excellent Schedule adherence  - time management is a must
  • Are dependable, organized and service minded
  • Have quality focus and are detail oriented 
  • Ensure compliance with BroadPath, Client, and HIPAA regulations
  • Review and Agree to BroadPath’s Bhive Agreement
  • Participate and Collaborate in BroadPath’s Bhive Engagement Platform

Basic Qualifications

  • Minimum 1 year of Health Plan Member Service experience in a call center environment (virtual or onsite)
  • FACETS system experience is required
  • Empathy, patience, adaptability, and a strong work ethic are critical to your success
  • Computer literate (Microsoft Windows, keyboarding skills, strong systems aptitude)
  • Maintain balanced performance in areas of production and quality
  • Maintain confidentiality and project a professional business image
  • Positive attitude and ability work independently from home, as well as with a team
  • Strong written and verbal communication skills