Experienced Remote Clinical Customer Service Representative – Delivering Exceptional Support in a Dynamic Healthcare Environment

Introduction to American Specialty Health

American Specialty Health is a leading provider of specialty health services, dedicated to empowering individuals to live healthier and longer. Our company is built on a foundation of excellence, innovation, and a passion for delivering exceptional customer experiences. We are now seeking talented and compassionate Clinical Customer Service Representatives to join our team, working remotely to provide top-notch support to our members nationwide.

Job Overview

As a Clinical Customer Service Representative, you will play a vital role in our high-volume call center, responding to customer inquiries and providing information on all aspects of our specialty network programs. Your exceptional communication skills, empathy, and knowledge of clinical practices will enable you to deliver personalized support, addressing the unique needs of each member. This is an exciting opportunity to make a meaningful difference in the lives of our members, while growing your career in a dynamic and supportive environment.

Key Responsibilities

• Answer incoming calls in a professional, accurate, timely, and courteous manner, ensuring a positive experience for our members.
• Ascertain the nature of the call and record information in the Communication Log, maintaining accurate and detailed records.
• Utilize proprietary ASH systems to look up member information and provide personalized support, addressing their specific needs and concerns.
• Forward logs requiring further research to the appropriate department, ensuring seamless communication and follow-up.
• Transfer callers to the appropriate queue if the question is of a more complex issue, such as claims or authorizations, demonstrating your ability to navigate complex situations.
• Manage your time effectively to ensure calls are answered within required timeframes, with appropriate follow-up and documentation.
• Meet or exceed minimum key job accountabilities established for the Customer Service Representative position, consistently delivering high-quality results.
• Attend weekly staff and other meetings to discuss issues, foster teamwork, and stay updated on company initiatives and best practices.
• Respond to requests from internal and external customers, providing timely and effective support to ensure their needs are met.

Essential Qualifications

• High school Diploma or equivalent required, with a minimum of one year of experience in customer service, preferably in an inbound call center environment.
• Basic computer skills, with the ability to navigate multiple systems and software applications.
• Strong verbal communication skills, with excellent listening and interpersonal skills to effectively interact with members, colleagues, and other stakeholders.

Preferred Qualifications

• Experience in a healthcare or clinical setting, with knowledge of medical terminology and practices.
• Previous experience working in a remote or work-from-home environment, with a proven ability to self-motivate and manage your time effectively.
• Additional education or certifications in customer service, healthcare, or a related field, demonstrating your commitment to ongoing learning and professional development.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner, establishing and maintaining cooperative working relationships with colleagues, members, and other stakeholders.
• Excellent customer service skills, with a strong focus on meeting the needs and expectations of internal and external customers.
• Ability to effectively organize, prioritize, multi-task, and manage your time in a fast-paced environment, with constant interruptions and changing priorities.
• Demonstrated accuracy and productivity, with a strong attention to detail and ability to analyze information, problems, and situations to develop effective solutions.
• Ability to exercise strict confidentiality in all matters, maintaining the trust and confidence of our members and colleagues.

Career Growth and Learning Benefits

At American Specialty Health, we are committed to supporting the growth and development of our employees, providing opportunities for learning, training, and career advancement. As a Clinical Customer Service Representative, you will have access to:

• Comprehensive training programs, designed to enhance your knowledge and skills in customer service, healthcare, and clinical practices.
• Ongoing coaching and feedback, to support your continued growth and development in your role.
• Opportunities for career advancement, with a clear path for progression within our company.
• A dynamic and supportive work environment, with a team of experienced professionals who are passionate about delivering exceptional customer experiences.

Work Environment and Company Culture

Our company culture is built on a foundation of respect, empathy, and compassion, with a strong focus on delivering exceptional customer experiences. As a remote worker, you will be an integral part of our team, working closely with colleagues and leaders to achieve our goals and objectives. You will have access to:

• A comprehensive benefits package, including competitive salary, bonus opportunities, and merit-based increases.
• A flexible and supportive work environment, with the ability to work from home and manage your schedule effectively.
• State-of-the-art technology and equipment, designed to support your success in your role.
• A dynamic and inclusive company culture, with a strong focus on diversity, equity, and inclusion.

Compensation and Benefits

We offer a competitive salary and benefits package, with opportunities for bonus and merit-based increases. Our compensation and benefits include:

• A starting salary of $15 per hour, with potential to increase to $16 per hour within the first year, based on performance and merit.
• Additional bonus opportunities, based on meeting Key Job Accountabilities (KJA) after 6, 12, and 24 months.
• A comprehensive benefits package, including medical, dental, and vision coverage, as well as 401(k) and other retirement savings options.
• Opportunities for career advancement and professional growth, with a clear path for progression within our company.

Conclusion

If you are a motivated and compassionate individual, with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. As a Clinical Customer Service Representative, you will play a vital role in our team, supporting the unique needs of our members and contributing to the success of our company. With a competitive salary, comprehensive benefits package, and opportunities for career growth and development, this is an ideal opportunity to take your career to the next level. Apply today and join our team of dedicated professionals, committed to empowering individuals to live healthier and longer.

To apply, please submit your application through our website, including your resume, cover letter, and any relevant certifications or qualifications. We look forward to hearing from you and exploring how you can contribute to the success of our team.