Customer Service Representative, Health Management
Customer Service Remote, Idaho
American Specialty Health Incorporated is seeking a Customer
Service Representative to join our Customer Service Health
Management team. The primary purpose of this position is to provide
customer service to members who are seeking or utilizing Health
Starting pay at $13.50/hour with the potential to earn up to
$14.50/hour plus merit increase within the first year. In addition,
potential to earn a bonus after a year based on meeting Key Job
You are invited to learn more about American Specialty Health's
events on our events page.
Receives and responds to telephone calls from members, and
health plans/employer groups.
Demonstrates knowledge and understanding of all ASH products and
programs through consistent proficiency in quality, quantity, and
Responsive to customer contacts in a professional, accurate, timely
and courteous manner.
Ascertains the nature of the contact and records information in the
Provides accurate answers to member inquires by following standard
policies and procedures.
Interacts in a positive, respectful manner and establishes and
maintains cooperative working relationships with internal and
Utilizes defined criteria to determine member qualification for
Health Management programs.
Coordinates collection of necessary information, including member
co-pays or payments when necessary.
Coordinates access to Health Management coaches when clinical
advice or information is necessary to support the member.
Coordinates appointment scheduling for applicable Health Management
programs and initiates appointments on behalf of Health Management
Forwards documentation to Research Team for follow up if inquiry
requires additional action.
Analyzes information, problems, issues, situations and procedures
to develop effective solutions to ensure member satisfaction with
the Health Management programs.
Researches unique questions using all available resources. Refers
difficult issues to Supervisor for appropriate answers.
Handles all issues requiring additional action within the necessary
Manages time to ensure calls are answered within required
timeframes and appropriate follow up is conducted in a timely
Exercises strict confidentiality in all matters relating to the
member experience with Healthyroads.
Attends and participates in employee and other meetings to discuss
issues and foster teamwork among department personnel.
Places outbound outreach calls to members who were referred to the
program by Health Advocates, DM, or other identified referral
source when requested.
Demonstrated ability to interact in a positive, respectful
manner and establish and maintain cooperative working
Ability to display excellent customer service to meet the needs and
expectations of both internal and external customers.
Excellent listening and interpersonal communication skills to
identify critical core competencies based on success factors and
Ability to effectively organize, prioritize, multi-task and manage
Demonstrated accuracy and productivity in a changing environment
with constant interruptions.
Demonstrated ability to analyze information, problems, issues,
situations and procedures to develop effective solutions.
Ability to exercise strict confidentiality in all matters.
Primarily sedentary, able to sit for long periods of time.
Ability to speak, see and hear other personnel and/or objects.
Ability to communicate both in verbal and written form. Ability to
travel within the facility. Capable of using a telephone and
computer keyboard. Ability to lift up to 10 lbs.
Usual office setting.
American Specialty Health is an Equal Opportunity/Affirmative
All qualified applicants will receive consideration for
employment without regard to race, color, religion, sex including
sexual orientation and gender identity, national origin,
disability, protected Veteran Status, or any other characteristic
protected by applicable federal, state, or local law.
Please view Equal Employment Opportunity Posters provided by
OFCCP here .
If you are a qualified individual with a disability or a
disabled veteran, you have the right to request an accommodation if
you are unable or limited in your ability to use or access our
career center as a result of your disability. To request an
accommodation, contact our Human Resources Department at (see
application details) x6702.
ASH will not discharge or in any other manner discriminate
against employees or applicants because they have inquired about,
discussed, or disclosed their own pay or the pay of another
employee or applicant. However, employees who have access to the
compensation information of other employees or applicants as a part
of their essential job functions cannot disclose the pay of other
employees or applicants to individuals who do not otherwise have
access to compensation information, unless the disclosure is (a) in
response to a formal complaint or charge, (b) in furtherance of an
investigation, proceeding, hearing, or action, including an
investigation conducted by the employer, or (c) consistent with the
Company's legal duty to furnish information.
High school diploma required.
Minimum 1 year Customer Service experience; with at least 6 months
Customer Service experience in an inbound Customer Service Call
Center servicing members.
Experience in healthcare preferred.
Basic experience with MS Office.