Customer Service Representative

Independent Health is excited to announce an excellent opportunity for full-time Customer Service Representatives starting on June 1, 2026. The CSR is responsible for providing excellent customer service, addressing inquiries, and resolving issues related to benefits, claims, and eligibility while utilizing various system tools and resources.ResponsibilitiesProvide excellent customer service when responding to customers and de-escalate customers as neededRelay accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiriesDocument all calls accurately and timelyEscalate issues to the appropriate resources as outlined in policy and procedure guidesMeet or exceed all quality, productivity, accuracy, and call identification goals as stated in the most current departmental policyMaintain technical knowledge regarding Independent Health’s contracts and benefits and working knowledge of policies, procedures, and updates dailyAttend required training sessions as needed (including remote and onsite learning)Provide accurate and up-to-date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standardsUtilize multiple systems and tools to obtain needed information related, but not limited to: Claims, Enrollment, Authorizations, Finance, Accounts Receivable, Reference Screens, ProvidersAbility to determine claim status and whether claim is adjudicated properly. Must have knowledge and ability to make claim adjustments using established criteriaSkillsHigh school diploma or GED requiredPrior experience and success working in a customer service focused environment requiredExcellent written and verbal communication skills. Ability to communicate with internal and external customers effectively and efficiently. Must be able to work collaborativelyAbility to think critically and listen with intent to understandAbility to adapt behavior based on constructive feedback to improve job performanceProficient in problem solving and ability to prioritize accordinglyMicrosoft Office experience required with the ability to talk and type simultaneously. Must demonstrate proficiency in balancing keyboard accuracy with speed, the ability to correctly transmit data, and the ability to work efficiently while producing excellent customer service experiencesStrong organizational and time management skillsAbility to assume responsibility and maintain confidentiality. Strong sense of accountability is requiredFlexibility to work additional hours as required by department. Flexibility in shift assignment required. Must have availability to work a shift between 8:00 a.m. and 8:00 p.m. during normal business hours. Weekend shifts and holidays may occasionally be requiredAbility and willingness to meet with customers face to face at alternate locations when business needs requireProven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and AccountablePrevious experience working in a call center preferredKnowledge of CPT codes, ICD-9 coding, and medical terminology preferredBenefitsScorecard incentiveFull range of benefitsGenerous paid time offCompany OverviewAs one of Western New York's first HMOs, Independent Health covers approximately 355,000 people here and across the country with more than 100 plans, services and products. It was founded in 1980, and is headquartered in Williamsville, Virginia, USA, with a workforce of 1001-5000 employees. Its website is https://www.independenthealth.com.



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