Customer Service Representative I

Centene

Job Details

Location: Lenexa, Johnson County, Kansas, USA Posted: Nov 08, 2019

Job Description

Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.

Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources

Provide assistance to members and/or providers regarding website registration and navigation

Document all activities for quality and metrics reporting through the Customer Relationship Management (CRM) application

Process written customer correspondence and provide the appropriate level of timely follow up

May coordinate member transportation and make referrals to other departments as appropriate

Maintain performance and quality standards based on established call center metrics including turn-around times
Foundation Care:
Ensure pharmacy orders and invoices are distributed appropriately to patients and physicians; input patient information into Customer Relationship Management application (CRM) and manage patient billing services

Research and identify any processing inaccuracies in claim payments and route to the appropriate site operations team for claim adjustment

Identify any trends related to incoming or outgoing calls that may provide policy or process improvements to support excellent customer service, quality improvement and call reduction

About Centene

Centene is a multi-line health care enterprise offering Medicaid managed care and specialty services.

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