Ability to communicate sound judgment and respond quickly to sensitive and urgent situations, Proven ability to work efficiently in a busy, service oriented office atmosphere with frequent interruptions, varied work assignments, and fluctuating priorities while meeting deadlines. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Detailed oriented with excellent communication and leadership skills who possesses A sense of urgency critical to the needs of the business. This is on inbound and outbound calls, Research complex issues for customers in order to support their requests, making outbound calls to provide customers with updates or to gain additional information, Cross train in different areas to expand knowledge base and develop new skills, Front-line of problem resolution, solving issues, and be responsible for items needing further research, and completing outbound calls to clients for follow up, At least one year of previous customer service experience within retail, banking, or financial services preferred, Must have experience with outbound calls to clients or customers, Intermediate computer proficiency, including keyboarding skills and the ability to navigate through multiple computer systems, Real passion for excellence in service and attention to detail, Operational hours are Monday through Friday between 7 am and 7 pm. Demonstrates good customer service and telephone skills. Call Center Representative. Have received 5 accolades from customers and managers alike. Call Center Customer Service Representative Resume Examples & Samples. Routes patients to appropriate resources. Ability to manage tasks and assignments without detailed direction, Identifies, prioritizes and resolves some issues independently, and escalates more complex questions or issues appropriately, Complies with contract requirements, business unit rules and related and legal regulations, High School Diploma or equivalent; may hold 2 year post-high school Degree; may hold Bachelor’s degree, Typically, 2 years of Call Center experience, Ability to follow written policies and procedures, Ability to access and retrieve information using a PC and basic understanding of Microsoft Office products, Ability to follow procedural guidelines. Work from action plans for continuous improvement, Ensure information provided to customers and internal processes followed are in compliance with standards (e.g. Able to ask and document the correct questions to assure accurate billing information is obtained and required referrals/authorizations are met. Provides back-up for the Back Offices Operations staff as necessary, Inputs basic loan information into system for processing, Promotes safety at all times and complies with safety/ergonomic standards as outlined in relevant company published manuals, Exceptional communication, organization, time management skills, and knowledge retention, Great interpersonal skills and phone etiquette, Ability to multi-task and keen attention to detail, Basic computer skills in MS Word and Outlook, Answers complex calls, performs research, processes more complex customer requests, documents as appropriate, and responds both verbally and through writing. Able to identify "red call" and "yellow card" situations and respond appropriately, Pre-Arrival/Arrival: Verifies insurance eligibility, ensures referral and other authorization requirements are met. Follows up with customers to ensure resolution, Follows organization standards to maintain excellent quality service, Completes all necessary paperwork and documentation, Inputs and edits information or data to document inquiries and correspondence, Develops and utilizes a filing and retrieval system to access records or information, High School Diploma, required; Associate’s Degree, preferred, Prior Customer Service or Sales experience, preferred, Experience working in a Call Center and adhering to call metrics, preferred, Proficiency in Microsoft Office Suite, required, Using excellent telephone skills make outbound phone calls to dental office patients, Reminder phone calls to patients who haven’t been in for 12 to 30 months, After reminder postcards have been sent, make follow-up phone calls to patients due for their 6 month check-up, Phone calls to patients to reschedule their existing appointments, Maintain accuracy by following the office scheduling format, updating as needed, and verifying patient insurance coverage, Answer inbound phone calls for dental offices from closing time until 8:00p.m. A Call Center Representative is part of a large team that handles phone calls at a call center. First, scan the call center job description for keywords. Here are some steps you can follow to list call center skills on your resume: 1. Shares outstanding balance information to the patients and/or guarantor, Information Management: Utilizes MiChart inbasket process to accurately and appropriately document patient requests including urgent medical problems, prescriptions and other medical needs, and referrals. Reviews data and information for completeness and accuracy using standard guidelines; performs tasks with attention to detail. Has continuous awareness of phone stats; utilizes real time data to make adjustments during the day to reach goals, APPOINTMENT SCHEDULING: Able to accurately and efficiently schedule patients utilizing MiChart. Contacts and distributes messages to personnel using a variety of electronic methods, including text, voice and email systems, Responds quickly and courteously to basic inquires and refers other inquires to appropriate department or personnel, Registers and posts notes in client records. CBS News. Establish credit lines for each transaction, Provide high quality service through efficient use of all Oracle/Siebel/Mapics/Operating Systems functionalities related to order fulfillment and relative to customer activity, Coordinate with the transportation provider to maximize efficiency of deliveries from a cost and delivery performance perspective, Process claims and product returns in line with policies, Responsible for driving customer satisfaction with assigned portfolio of customers, Drive pricing and order processing consistency within the channels, Associate’s Degree in Business, Marketing, Supply Chain or Finance. Fulfills requests by clarifying desired information; completing transactions; and forwarding requests as required. Ability to receive and/or make telephone calls to respond to and/or resolve customer inquiries and concerns. It details the duties, responsibilities and skills needed to work in a call center. ), Professional communication skills (phone, interpersonal, written, verbal, etc. Identifies and corrects member account issues, Provides suggestions for improving department and credit union operations, Assists the department by completing projects and reports related to the department. You will be responsible for answering all incoming calls and emails, handling customer questions and complaints, and transferring potential leads to our sales team. A. Get Hired Easier with Call Center Representative resume sample Customize, download and print your call center representative resume so you can feel confident and ready during your job hunt. Understand that commendable attendance and punctuality are important aspects in measuring commitment and dedication to teamwork and the practice, Accepts any assignment in accordance with departmental needs by performing work duties at our main hospital location. Prepares customer correspondence as needed. ), Familiarity with operating systems including Windows OS versions, Mac OS versions, Linux, etc, Ability to research, navigate and locate answers from webpages and resources independently, Ability to install / uninstall applications in Windows / MAC, Ability to type using proper grammar at a rate of at least 25 word per minute, Ability to communicate through written and verbal communication, Experience with desktop and/or online software and/or tax software troubleshooting, High School education with some college preferred, 2 years of recent experience in a customer service or call center environment, Professional verbal and written communication skills, preferably bi-lingual, Knowledge of Windows software such as Word, Excel, Lotus notes, Powerpoint & Social Media, Ability to multitask in a fast moving, changeable environment taking blended inbound/outbound calls while navigating multiple systems, Bilingual, particularly Spanish speaking/writing would be an asset, Must be available to work flexible hours including day, evening, weekends, and rotating shifts, Excellent attendance and must be on time for all scheduled shifts, Confer with customers by telephone by email to provide information about products or services in the banking industry, Confirm customer information while maintaining confidentiality, Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken, Obtain and examine all relevant information to assess validity of complaints and to determine possible causes with in the banking industry, 1-2 years of Banking Customer Service will be considered an advantage, Advanced Verbal and Written Communication Skills, Answers 200+ incoming calls and responds to e-mail inquiries. May also make outbound calls, This position may offer and explain other lines of business to existing customers and transfers to appropriate individual as necessary, Customer service or sales experience preferred 2-3 years of customer service or sales experience required or relevant experience, Attracts potential customers by answering product and service questions, Reviews solution options and/or temporary solution, Communicates progress of problems to relevant parties, Supports in determination of problem priority and service levels, Supports the implementation of corrective actions, Coordinates and facilitates problem resolution by engaging a variety of support teams, Escalates issues for resolution, to avoid reoccurrence or close problem, Assists with the identification of the resources to which the problem should be escalated, Experience: Must have excellent phone etiquette and demonstrate proficiency in operating modern communications systems/equipment and office equipment; ability to understand, recall and memorize written and verbal instructions; skill in promoting positive interpersonal relationships. Produce and/or complete Call Center and other reports as required, Three to five years experience preferred in professional call center or communications field, Daily management of open cases and new cases on retirement, death and claims advocacy cases which includes interaction with the employee, survivors, funeral homes, insurance companies and/or internal Administration, Daily management of e-mailbox which includes new cases and client escalation, Provides effective client services, ensuring the successful recovery of accounts in accordance with client and state guidelines and Mercer’s business objectives, Documents and updates patient account information in Mercer’s data information system timely and accurately, Run daily reports to ensure cases were directed to the RISS representatives correctly. Communicates with other departments to calendar special programs/events as needed. Next you need to clarify what you do want by writing out a list of 5-6 bullets detailing key job qualifications and skills to complete your call center representative job description. Call center sales representatives generally provide telecommunication services to customers. Call Center Representative Resume Examples & Samples. Asks leading questions to remain in control of the conversation; verifies patient demographics, PCP and referring physician. Continually advances level of knowledge to ensure the development of a full service Call Center, which may include account opening, loan applications, loan payments and various other customer service requests. Take ownership of any misdirected cases, Coach, Train and mentor Participant Services Representatives on RISS product including coaching on misdirected cases, Field incoming calls to support main call center during high call volume periods as needed, Assist with sensitive call outs or campaigns for Clients as needed, 2+ years experience in healthcare benefits, 1+ years Participant Services experience PSR II+ preferred, 2+ years in call center environment performing collection/revenue cycle functions, preferably in a healthcare or patient care environment, Mercer’s Quality programs and initiatives, System knowledge (Mercer specific systems) preferred, This position answers general questions and requires basic knowledge of position, Asks appropriate questions and serves as a resource of information when attempting to retain existing business, Enters all information related to the call for tracking and reporting purposes, Develops relationships with both internal and external customers, High school diploma required and college degree preferred, Customer service or sales experience preferred 0-2 years customer service experience preferred, Excellent written and verbal communication skills to effectively interact with customers, Excellent organizational and time-management skills to handle multiple tasks, Above average problem solving skills to resolve customer service issues, Basic computer skills and the ability to navigate through multiple systems without assistance, Appropriate license must be obtained if necessary for position, Answer in-coming calls from the Provider Inquiry Line and the Fraud Hotline, Incoming calls can be from members and/or Providers questioning claim status, review status, appeal status and/or reporting of fraud, Logging of all in-coming calls in a Call Tracking Documentation System, Maintains accuracy standards of 97% or greater, Maintains adherence standards of 95% or greater, Ensure adherence to state and federal compliance policies, reimbursement policies and contract compliance, Works independently and as part of a team, Strong oral communication skills, listening abilities, and problem solving capabilities, Ability to maintain a pleasant, courteous and helpful demeanor at all times, Ability to process and route calls in a timely manner, Ability to diffuse irate or difficult callers, 2+ years of working experience in a Call Center or Customer Service setting, Prior working experience with an EMR / CRM System, Answer associates’ questions about benefits and assist associates in resolving issues with receiving benefits, Work with other areas of Corporate Benefits to support open enrollment, benefit plan roll-outs, dependent audits and other initiatives, Strong communication (written, verbal, and listening) and relationship building skills, Must be able to multitask, prioritize and problem solve effectively, Answer, research and resolve inbound calls from members, providers, and other external customers, Document each contact accurately per established department requirements and service standards, Maintain a thorough and current comprehension of all aspects of delivery system, in order to provider effective and efficient responses to inbound inquires, Ensure that organization standards pertaining to telephone quality are achieved and maintained in compliance with establishing goals for target and stretch in this critical area of performance, Ability to communicate CMS(Medicare) Policies to callers in a clear and concise way, We have opportunities for work-at-home, local and travel assignments, Responsibilities include answering incoming calls from vision providers requesting status updates on their eyeglass and contact orders, Will make changes to orders as necessary and work with other internal departments handling appeals, Working hours 10:30 am to 7:00 pm Monday through Friday with overtime as needed, 1+ year of experience in a Customer Service role analyzing and solving customer's problems, Ability to create, copy, edit, send and save using Microsoft Word, Excel and Outlook, Ability to rotate from the Call Center to the Front Desk as required, Supports the leaders in support services and should be Customer oriented. Follow department scripting, Meet/exceed sales objectives on all calls, Maintain all established sales, quality and performance standards for the department, Utilize predictive dialer to initiate outbound sales, retention and survey calls, Navigate corporate website and other resources to provide members with pricing, promotions and service information, Adhere to organization policies and procedures, One year of experience in an office or health care setting, Knowledge of Microsoft Word, Excel, and Windows, Excellent keyboarding skills and familiarity with copiers, faxes and telephone equipment, High School diploma or General Equivalency Degree (GED), Handling phone calls regarding garnishment related questions from our clients, client's employees, custodial parents and agencies who ensure ADP is in compliance with federal and state garnishment laws, Processing inquiries from our operations department when documents are received advising that notifications or payments have not been received, Up to 1 year of Directly Related Experience, Bachelor's degree or equivalent in education and experience, One plus years of Call Center experience with a high emphasis on client service, Experience with payroll or payroll garnishments, Able to work well under pressure while maintaining a professional and courteous demeanor at all times, PC skills a must to include proficient use of various Windows based applications, Proven ability to adapt to frequent changes and updates, Proven ability to follow operating procedures and instructions, Consistently provide members with exceptional customer service, Assist internal and external customers via incoming telephone calls, Actively listen to customers and respond appropriately, Utilize the BCBSMA computer system to look up and record information regarding a customer’s account, Investigate and resolve member inquiries through correspondence and computer research, Advise customers regarding policy and benefit information for multiple health plans, Coordinate internal activities necessary to research and resolve inquiries and provide accounts with service solutions, Contribute to a team effort to meet or exceed service, production and quality goals, Identify errors and implement solutions with team members and leaders, Meet and exceed daily, weekly and monthly performance goals, Provide a high level of service to both external and internal customers, Creative problem solving within a team environment, Desire to create a caring atmosphere for customers, Flexibility and willingness to change as business needs change within the division, College degree or comparable experience preferred, 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred, Prior experience assisting members and/or providers with telephone inquiries, Basic knowledge of personal computer operations and software packages, Experience in a Windows environment preferred, Excellent organizational, problem solving, communication and interpersonal skills, Complete follow-up paperwork and duties necessary to meet or exceed the caller’s expectations, Document calls on note screen of medical management software system, Complete necessary forms such as QM complaint forms, HIPAA response forms, New Member Survey, Transportation, Fraud & Abuse, Grievance, Case Management, Disenrolled member survey, PCP Assignments, and various reports, Phone coverage is provided in compliance with CMS regulations, Performance Measures are achieved and in compliance with established Health Choice Generations benchmarks and policies, High school diploma or GED equivalent, or an equivalent combination of training and experience, including working with customer service management systems to ticket and track call volume, Minimum of one (1) year experience working in a payroll environment or with payroll systems is required. When making a resume for the call center position it is important to make a resume highlighting the experience of customer service. weekly, and during regular working hours when required, Respond to patient appointment requests from dental office websites, Using email confirmations, work with the Marketing Department and Dental Offices to reschedule canceled appointments, Actively participate in the Perfect Patient Experience® by demonstrating a positive attitude and doing everything you can to ensure patients’ needs are met, Pass all basic guide tests pertaining to your position within 90 days of accepting this position, Uses a proactive approach to identify customer needs and potential sales opportunities, providing solutions and resolving problems through inbound calls, emails and chats, Uses problem solving methods to listen, empathize, apologize, react and notify the customer of a solution, Answers inquiries and resolves problems by clarifying desired information; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems, Conveys information to customers in a clear, compelling way that will positively influence each customer’s thoughts and actions, Sells additional services by recognizing opportunities to up-sell accounts; explains new features, Maintains the Signature core system and/or other customer database systems by entering information, Answers all inquiries regarding the Bank’s service/product promotions and advertisements, Enhances the Bank’s reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments, Keeps Call Center equipment operational by following established procedures; reporting malfunctions, Protects confidential customer information and ensures that customer identity is always certain, in compliance with Call Center work procedures, Monitors for suspicious account activity and takes necessary action to mitigate risk to protect the Bank and our customers from potential loss, Fulfills all assigned responsibilities as described in applicable operational procedures with minimal supervision, Maintains knowledge of and complies with regulations that include but are not limited to overdraft protection, Reg E, Reg D, Bank Secrecy Act (VSA), Reg CC, privacy-Gramm-Leach-Bliley Act (GLBA) and Non-public Personal Information (NPPI) regulations, Right to Financial Privacy ACT (RFPA) identify theft red flags, Unfair Deceptive or Abusive Acts or Practices (UDAAP), Financial Elder Abuse, OFAC, Seeks opportunities to enhance knowledge of the Bank’s products and services as well as solutions to satisfy customer needs, Performs other work-related duties as assigned, Must have a minimum of a High School Diploma or 1-2 years of experience in the field or in a related area, Must have knowledge of commonly-used concepts, practices, and procedures within a particular field, Other: Relies on instructions and pre-established guidelines to perform the functions of the job, Primary job functions do not typically require exercising independent judgment, Typically supervised by a supervisor or manager, This is a temporary to permanent position based on job performance and business need, Ability to receive and/or make telephone calls to respond to and/or resolve customer inquiries and concerns, Ability to explain company products/services, Ability to recommend products/services to meet the customer's needs, Ability to maintain log of customer inquiries and concerns, Ability to follow procedural guidelines to respond to and/or research customer questions, High School Diploma or equivalent. 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