Client Service Coordinator Mechanicsburg,  PA Universal American
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Client Service Coordinator

Job Title
Client Service Coordinator
Job ID
738739
Begin Date
7/3/13
Duration
Location
Mechanicsburg,  PA
Other Location
Description
APS Healthcare, a subsidiary of Universal American, provides health services to our member populations, with the goal of improving the health of those we serve. We have an exciting opportunity for a Client Services Coordinator based in our Mechanicsburg, PA office.

The Client Services Coordinator provides customer service and conducts intake and outtake calls in a call center environment. The CSC communicates with a wide variety of external contacts including members, providers, facilities, claims payers, and insurance companies; and communicates with internal clinical and operational staff.

Essential Functions:
• Take inbound calls from beneficiaries and make outgoing calls to beneficiaries.
• Provide member education and/or instruction specific to the service they requested through mailings and research.
• Explain a member reward program to potential beneficiaries.
• Conduct a general health assessment (a series of 12 general health questions).
• Assist beneficiaries in the enrollment process for the member Rewards program.
• Maintain a high level of customer satisfaction with timely problem resolution.
• Provide a record of customer’s call through timely documentation in operating system.
• Meet internal and external timeliness criteria by answering call within contractual obligations and completing post-call work in a timely manner including generation of customer communication materials and general assessments.

Education:
• Minimum high school diploma or GED required.

Qualifications:
• Minimum 2-4 years customer service experience in a position that required ownership for resolution of customer’s issue is required.
• Call center and healthcare experience preferred.
• Experience with providing customer service to a senior population; Medicare experience preferred, but not required.
• Internet and web-based systems experience required.
• Knowledge of Medical terminology preferred.
• Good communication skills and ability to interact with people in a culturally diverse environment.
• Ability to read and comprehend instruction related to customized products.
• Ability to multi-task and work independently or as part of a team to meet customer expectations as well as internal and external standards.
• Maintain customer and employer confidentiality.
• Ability to combine multiple resources to resolve customer issue.
• Ability to hear what is not stated – Example: Recognize when customer is frustrated or may require education or instruction beyond the issue presented.
• Ability to recognize conflict situations and escalate to Team Lead or Supervisor for assistance when a situation is beyond individual training/expertise and requires assistance.
Required Skills
Education:
• Minimum high school diploma or GED required.

Qualifications:
• Minimum 2-4 years customer service experience in a position that required ownership for resolution of customer’s issue is required.
• Call center and healthcare experience preferred.
• Experience with providing customer service to a senior population; Medicare experience preferred, but not required.
• Internet and web-based systems experience required.

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