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Date: Dec 28, 2023

Location: Remote, Remote, US

Requisition ID: 6253

Description:

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our ‘rightshore’ delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

As healthcare professionals, we guide our clients through their healthcare environment ensuring they have access to the best resources available to them.

Job Overview:

• Our Agents earn $14 per hour
• Agents in production (after successfully completing training & nesting) are eligible to earn a $1 per hour differential (agent must have a minimum of 78 hours worked in the pay period), bi-weekly attendance incentives & monthly KPI incentives
• Must be able to work an 8 hour shift between these times; 8am to 8pm Pacific Time
• Call Service Representatives provides new and existing members and providers with the best possible service in relation to billing, claims, enrollment, benefits, suggestions and complaints.

Key Roles and Responsibilities:

• Call Center environment
• Handling a high volume of inbound calls for Healthcare Member and Provider inquiries
• Maintain awareness of the way performance and actions affect members.
• Web camera visibility
• Schedule Flexibility

Key Performance Indicators:

• Inquiry Accuracy and Completeness
• Productivity
• Call Resolution
• Overall Satisfaction
• Call Handle Time

Reporting Structure:

• Reporting to a Supervisor and Manager

Qualifications - External

Qualification & Experience:

Call Center experience

Health insurance experience preferred

High School diploma or equivalent is required

Must have a private workstation to perform your work

Must have Internet to include a router with Ethernet jack for connectivity to PC

• Ability to navigate multiple computer screens
• Ability to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously

• Must be reliable and punctual
• Work effectively in a team environment
• Work independently without constant supervision
• Positive professional attitude
• Detail-oriented
• Computer literate
• Strong reading comprehension and writing skills
• Problem-solving skills.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.

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