Versant Health is one of the nation’s leading administrators of managed vision care, serving millions of our clients’ members nationwide. We are driven by our mission to help members enjoy the wonders of sight through healthy eyes and vision. As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, no-cost-to-you vision insurance for you and your qualified dependents. We are also invested in your success. There are many opportunities for advancement and development throughout all stages of your career with us.
Customer Service Representative I
Location
United States
Posted
8 days ago
Salary
$18 / hour
Seniority
Mid Level
No structured requirement data.
Job Description
Customer Service Representative I
Versant Health
Role Description The Customer Service Representative I responds to customer service inquiries including, but not limited to, benefit information and timely fulfillment of requests for Versant Health Membership, Providers and Client Representatives. Acting as a liaison with internal and external Versant Health business partners to provide exceptional customer service experience. - Responsible for providing exceptional customer service, while answering incoming Member and Provider telephone inquiries in a manner that is always respectful and courteous. - Proficient use of proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards (e.g., knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships). - Act as a liaison coordinating efforts between Member, Provider, Client Representatives and the manufacturing facilities. - Flexibility in work schedule as business needs require. - Ability to identify and perform requirements relative to specialty services (including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry. - Shadow perspective associates and new associates during initial instruction, providing feedback to the hiring management team and trainer. - Ability to probe and identify the critical content of inquiries and route caller as appropriate. - Achieve and maintain individual Key Performance Indicators (e.g., quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures. - Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e., HIPAA). - Participate in any training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. - Responsibility for reviewing educational notifications and remaining current on procedural changes. - Regular reliable attendance is required. - Meet and/or exceed all performance expectations. - Career opportunity with additional training in skills for higher level positions which will be considered minimal qualifications should open positions become available. - Other duties as assigned. Qualifications - Associate’s degree preferred. - Minimum 1 year of related call center experience. - Knowledge and experience in the insurance, health, or vision care industry preferred. - Proficiency in Microsoft Office. Requirements - All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI). - Associates may have access to covered information, cardholder data or other confidential customer information which must be always protected. - Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program. Benefits - Medical, dental, and paid vision coverage. - Paid time off and company holidays. - Retirement savings with employer contribution. - Employee wellness resources. - Professional development opportunities. - Additional benefits may include flexible work arrangements and employee assistance programs.
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