Humera - Administrative and Professional Staffing

Customer Service Representative

Minnetonka, MN, United States
Contact For Rate
Feb 21, 2018
Feb 27, 2018
Job Type
Employment Status
Full Time
    Humera is seeking a Customer Service Representative for our client in Minnetonka, MN. This candidate will be responsible for providing telephonic member outreach, assessment, and steerage for driving targeted engagement and participation into appropriate Case and Disease Management program interventions. The incumbent conducts outbound calls (about 60 / day) to encourage participation and facilitate scheduling members with case managers for ongoing program support. This is a long term contract to hire opportunity!
    Telephonic member assessment and steerage into most appropriate program - 50%
    • Reaches out by phone to members who have been identified for Case and Disease Management programs
    • Provides information to members regarding Case and Disease Management programs or other relevant health services programs
    • Manages call assignments including outbound and inbound engagement, documentation, scheduling and return calls in a timely manner
    • Determines member?s willingness to engage in Case and Disease Management programs and makes appropriate referrals to other programs
    • Maintains appropriate reference materials to research questions
    Program navigation - 30%
    • Assists members in navigating the various Case and Disease Management program offerings as appropriate based on their specific needs
    • Utilizes tools to triage and refer members into the most appropriate resources. Educates members on program content and process steps for engagement
    • Assists with scheduling appointments and connecting with services, both internal and external, as appropriate
    • Provides feedback regarding health care system barriers and creating solutions to help provide seamless care/ programs for members
    Research customer issues - 10%
    • Utilizes clients web based resources to their fullest extent for research and problem resolutions
    • Effectively uses research and investigative skills, workflow management, and verbal and written communication skills
    • Maintains current knowledge of department self-service capabilities available to customers
    • Completes e-learning courses as required
    Participate in inter-departmental or other miscellaneous projects as assigned - 10%
    • Assists with a variety of Health Services projects. Collaborates with Project Managers on key deliverables
    • Identifies potential process improvements in Health Services, and elsewhere in the organization. Engages department leadership in process improvement discussions

    • Bachelor's degree or equivalent experience
    • Major (only if required): Business Administration, Community Health, Health Education, Counseling, Sociology/Social Work, Psychology, or Nursing
    • 2 years' experience in a member-facing telephonic engagement and/or service support role

    • Phone work, advanced computer skills (e.g.: mail merge) and application knowledge specifically Microsoft Office applications, plus knowledge of VISIO
    • Intuitive ability to pick up new computer programs easily
    • Self-starter, independent functioning with strong organizational, service and communication skills
    • Ability to effectively facilitate phone conversations to assess and engage people in programs
    • Strong communications, service and people skills including empathy and non-judgmental approach with emphasis on conciseness and ability to decipher undertones and unspoken messages
    • Ability to review, sort, and track data using an access database
    • Exceptional skills in organization, prioritization and problem solving

      M - F 8:00 am - 5:00 pm

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