Experienced Remote Call Center Representative - Contact Center Specialist for Dynamic Healthcare Industry

Introduction to Capgemini and the Role

Capgemini, a global leader in consulting, digital transformation, technology, and engineering services, is seeking an experienced and skilled Call Center Representative to join its team in a remote capacity. As a Call Center Representative, you will play a vital role in providing exceptional customer service to our prescribers and members, ensuring timely resolution of inquiries, and maintaining high standards of quality and productivity. With a strong focus on innovation, diversity, and employee growth, Capgemini offers a unique and rewarding work environment that fosters professional development and success.

Key Responsibilities

As a Call Center Representative, your primary responsibilities will include:

• Receiving inbound phone calls from prescribers and members, addressing their concerns, and providing timely resolutions
• Utilizing multiple software systems to create prescription cases, determine coverage, and manage appeals processes
• Demonstrating excellent written and verbal communication skills, with the ability to display soft skills while moving calls forward
• Meeting or exceeding government-mandated timelines, complying with turnaround time, productivity, and quality standards
• Conveying resolutions to beneficiaries or providers via direct communication and professional correspondence
• Acquiring and maintaining basic knowledge of relevant and changing client guidance
• Researching, troubleshooting, and resolving client application discrepancies using computer systems
• Meeting daily tasks through various forms and mediums of communication – written, verbal, and/or by phone

Essential Qualifications

To be successful in this role, you should possess:

• Prior call center experience, preferably with a multi-screen setup for easier navigation of multiple applications
• Availability for remote workspace audits (via webcam or phone cam) with inspection times less than 5 minutes
• A high-speed and reliable internet connection
• A quiet and focused work environment
• Ability to effectively communicate with members and prescribers while managing multiple software systems
• Accountable and results-driven, with a critical thinking and problem-solving approach
• Receptive to constructive feedback and flexible in adapting to change
• Ability to effectively plan, prioritize, and organize time and workload
• Proficient in navigation of multiple computer applications, with proficient use of keyboard, mouse, and ability to navigate two workstation monitors
• Able to multitask efficiently to complete each call within the AHT targets designated by the client
• Ability to type more than 30 words per minute

Preferred Qualifications

While not essential, the following qualifications are highly desirable:

• At least two years of general business experience, including problem resolution, business writing, quality improvement, and customer service
• Six months of PBM/pharmaceutical-related work experience
• 1+ years of call center experience
• 1+ years of healthcare background
• Team player with excellent communication skills, both verbal and written
• Exposure to the business domain is an added advantage
• Organizational skills, including the ability to multitask, set priorities, and follow up promptly
• Ability to work a flexible work schedule

Education and Training

A High School Diploma, GED, or equivalent is required, while a Bachelor's degree in a related field or equivalent work experience is preferred. Candidates should be flexible and willing to work across the delivery landscape, which includes Agile Applications Development, Support, and Deployment.

Career Growth Opportunities and Learning Benefits

At Capgemini, we are committed to the growth and development of our employees. As a Call Center Representative, you will have access to a range of training and development opportunities, including:

• Comprehensive onboarding program to ensure a smooth transition into the role
• Ongoing training and coaching to enhance your skills and knowledge
• Opportunities for career advancement and professional growth within the company
• Access to a range of employee benefits, including health insurance, retirement plans, and paid time off

Work Environment and Company Culture

Capgemini is a multicultural company with a strong focus on diversity, inclusion, and employee well-being. Our remote work environment is designed to be flexible and supportive, with a range of tools and resources available to help you succeed in your role. As a Call Center Representative, you will be part of a dynamic and collaborative team, working together to deliver exceptional customer service and drive business results.

Compensation, Perks, and Benefits

We offer a competitive salary of $11 per hour, with a range of benefits, including:

• Health insurance
• Retirement plans
• Paid time off
• Opportunities for career advancement and professional growth
• Access to a range of employee discounts and perks

Conclusion

If you are a motivated and customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Call Center Representative at Capgemini, you will be part of a dynamic and supportive team, with access to a range of training and development opportunities. Don't miss out on this chance to take your career to the next level – apply today!

To apply, please submit your resume to [email protected] or click on the link to Apply To This Job. We look forward to hearing from you!