[Remote] Customer Service Representative- Health Plan

Note: The job is a remote job and is open to candidates in USA. Sanford Health, the largest rural health system in the United States, is dedicated to transforming the health care experience. The Customer Service Representative will handle phone calls from members, providers, and colleagues, ensuring a positive experience while providing effective resolutions and promoting self-service options.ResponsibilitiesProvide effective and efficient handling of phone calls from or to Sanford Health members, providers, and colleagues ensuring a positive experience for all members in a fun and fast-paced atmosphereQuickly assess the level of complexity of cases and provide resolution or facilitate escalation of phone call inquiriesProvides positive, consistent customer experiences by striving for excellence in understanding and resolving specific requests while showing patience, empathy, compassion and sincerityResponds to customer questions via inbound and outbound telephone calls and written correspondencePartners with other Sanford Health departments as needed to coordinate on inquiries requiring in depth research to ensure customer satisfaction regarding member and provider questionsThoroughly documents interaction for accurate tracking and analysisPromote the usage of self-service to callers as appropriateProvide end-user support including navigational questions, basic system issue resolution (e.g., self-service), and escalation as applicableHighlight opportunities to address common inquiries through existing or new self-service functionalitiesIdentify opportunities to address common inquiries through improved knowledge management system content and improved methodologiesEnsure compliance with all corporate data administration rules, data security standards, as well as Sanford Health policies and proceduresFollow all Customer Service policies, processes and guidelinesAbility to deliver high quality customer service consistently in a professional mannerAbility to follow strict policy guidelinesAbility to deal effectively with dissatisfied customersStrong communication skillsFlexibility to accommodate staff scheduling changesStrong customer service focusStrong interpersonal and listening skillsAbility to handle multiple customer requests in a timely mannerAttention to detail (particularly with entering data)Ability to follow standard operating proceduresMust have a positive attitude, the ability to learn quickly, and adapt easily to changeSkillsHigh school diploma or equivalent preferred; bachelor's degree is preferredMinimum of one year experience in providing customer serviceGeneral computer skills including the ability to use the range of Microsoft products (MS Office, Outlook/Exchange)General organizational and proficient problem solving skillsBenefitsHealth insuranceDental insuranceVision insuranceLife insuranceA 401(k) retirement planWork/life balance benefitsA generous time off package to maintain a healthy home-work balanceCompany OverviewSanford is a healthcare company providing research, education and clinical care. It was founded in 1894, and is headquartered in Sioux Falls, South Dakota, USA, with a workforce of 10001+ employees. Its website is http://www.sanfordhealth.org.