Experienced Remote Customer Service Representative – Leading Health Care Network, Indiana, USA

Introduction to McLaren Health Care

McLaren Health Care is a renowned, fully integrated health network that has been at the forefront of quality, evidence-based patient care for years. With a strong presence in Michigan and Indiana, our system comprises 13 hospitals in Michigan, numerous ambulatory surgery centers, imaging centers, a comprehensive primary and specialty care physician network, commercial and Medicaid HMOs, home health, infusion and hospice providers, pharmacy services, a clinical laboratory network, and a wholly owned medical malpractice insurance company. We take pride in operating Michigan’s largest network of cancer centers and providers, anchored by the Karmanos Cancer Institute, one of only 53 National Cancer Institute-designated comprehensive cancer centers in the U.S.

About the Role

We are seeking an exceptional Customer Service Representative to join our dynamic team at McLaren Integrated HMO Group (MIG), a division of McLaren Health Care Corporation. As a Customer Service Representative, you will play a vital role in leading our organization forward by delivering top-notch service to our members. This is a fully remote position, offering you the flexibility to work from the comfort of your own home in Indiana.

Key Responsibilities

• Handle daily member telephone calls, directing them to the proper services needed, educating members, problem-solving, and creating linkages to the Medical Management Department for authorization of services.
• Assist providers with eligibility, benefit, and resolution of claims issues, ensuring seamless communication and efficient issue resolution.
• Utilize your excellent communication and interpersonal skills to build strong relationships with members, providers, and internal stakeholders, promoting a positive and supportive experience for all.
• Stay up-to-date with our health plans, including McLaren Health Plan and MDwise, Inc., to provide accurate and informative responses to member inquiries.
• Collaborate with the Medical Management Department to ensure that members receive the necessary services and support, enhancing their overall health care experience.

Qualifications and Requirements

To be successful in this role, you will need:

Essential Qualifications

• A High School Diploma or equivalent certification.
• At least one (1) year of experience in a customer service-related role with direct contact with customers via telephone, email, chat, and/or face-to-face.

Preferred Qualifications

• One (1) year of experience in a physician health care office environment or high-volume call center, demonstrating your ability to work in fast-paced, dynamic settings.
• One (1) year of experience and knowledge of HMO, PPO, TPA, PHO, and Managed Care functions, showcasing your understanding of the health care industry and its complexities.

Skill Set and Competencies

To excel as a Customer Service Representative, you should possess:

• Excellent communication, interpersonal, and problem-solving skills, with the ability to empathize with members and provide personalized support.
• Strong organizational and time management skills, enabling you to prioritize tasks, manage multiple calls, and maintain accurate records.
• Proficiency in computer applications, including CRM software, and the ability to quickly learn new systems and technologies.
• A customer-centric approach, with a strong focus on delivering exceptional service, resolving issues efficiently, and promoting member satisfaction.

Career Growth and Learning Opportunities

At McLaren Health Care, we are committed to the growth and development of our employees. As a Customer Service Representative, you will have access to:

• Comprehensive training programs, designed to enhance your skills, knowledge, and performance in the role.
• Ongoing coaching, feedback, and support from experienced leaders and colleagues, helping you to achieve your career goals.
• Opportunities for advancement within the organization, as we encourage internal mobility and promote from within.
• A dynamic, collaborative work environment that fosters innovation, creativity, and teamwork.

Work Environment and Company Culture

McLaren Health Care is an Equal Opportunity Employer, dedicated to creating a diverse, inclusive, and supportive work environment. We offer:

• A remote work arrangement, providing you with the flexibility to work from home and maintain a healthy work-life balance.
• A competitive salary and benefits package, recognizing your value and contributions to the organization.
• A culture of excellence, innovation, and continuous improvement, where your ideas, suggestions, and feedback are encouraged and valued.
• A strong commitment to community involvement, charitable giving, and social responsibility, allowing you to make a positive impact on the lives of others.

Compensation, Perks, and Benefits

As a Customer Service Representative at McLaren Health Care, you can expect:

• A competitive salary, reflecting your experience, skills, and qualifications.
• A comprehensive benefits package, including medical, dental, vision, and life insurance, as well as retirement savings plans and paid time off.
• Opportunities for professional growth, development, and advancement, with a focus on internal mobility and promotions from within.
• A dynamic, supportive work environment that recognizes and rewards your contributions, with regular feedback, coaching, and recognition programs.

Conclusion

If you are a motivated, customer-focused individual with a passion for delivering exceptional service, we encourage you to apply for this exciting opportunity. As a Customer Service Representative at McLaren Health Care, you will be part of a dynamic, innovative organization that values its employees, promotes excellence, and strives to make a positive impact on the lives of others. Don’t miss out on this chance to join our team and take your career to the next level. Apply now and discover a rewarding, challenging, and fulfilling role that aligns with your skills, interests, and values.

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