Associate II - Healthcare Helpdesk

Key Responsibilities:

• Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts
• Analyze customer issues and deliver effective solutions promptly and professionally
• Retrieve and document customer information, activities, and changes accurately within the database
• Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis
• Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner
• Research and analyze data to address operational challenges and resolve customer service issues
• Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution
• Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance
• Understand and respond effectively to the needs and expectations of both internal and external customers

Key Qualifications

Education

• High school diploma or equivalent is required

Experience

• Minimum of 1 year of experience in an automated customer service environment

Skills

• Strong oral, written, and interpersonal communication abilities
• Excellent problem-solving and analytical skills
• Proficiency in using computer systems and databases for data entry and retrieval
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
• Customer-focused mindset with a commitment to delivering exceptional service
• Strong facilitation skills and the ability to coordinate with multiple teams
• Amenable to work nightshift and onsite (McKinley)