Remote Customer Experience Representative
About ComPsych
ComPsych® Corporation is the worlds largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Job Summary
We are looking for a Customer Experience Representative to liaison between ComPsych and our healthcare providers and clients in a call center environment. The successful candidate will be able to accept ownership for effectively resolving customer issues, complaints and inquiries, ensuring complete client satisfaction.
Primary Responsibilities
Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
Allow the caller to express their needs, concerns, and questions without interruption
Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times. Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
Document the call efficiently with detail into software database
Identify and research claim errors and appropriately send written adjustments to the Claims Department
Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
Other duties as assigned
Job Qualifications
High School Diploma required
Bi-lingual Spanish preferred
Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
Knowledge of CPT/ICD-9 preferred
Stable work history required
Computer literacy in Microsoft Office Suite required
Benefits and Perks
Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
EEO
ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.
Apply Now
ComPsych® Corporation is the worlds largest provider of mental health services and GuidanceResources® for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources® brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.
Job Summary
We are looking for a Customer Experience Representative to liaison between ComPsych and our healthcare providers and clients in a call center environment. The successful candidate will be able to accept ownership for effectively resolving customer issues, complaints and inquiries, ensuring complete client satisfaction.
Primary Responsibilities
Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
Allow the caller to express their needs, concerns, and questions without interruption
Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times. Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
Document the call efficiently with detail into software database
Identify and research claim errors and appropriately send written adjustments to the Claims Department
Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
Other duties as assigned
Job Qualifications
High School Diploma required
Bi-lingual Spanish preferred
Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
Knowledge of CPT/ICD-9 preferred
Stable work history required
Computer literacy in Microsoft Office Suite required
Benefits and Perks
Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
EEO
ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.
Apply Now