Senior Customer Service Representative
Company: Highmark Health
Location: Madison
Posted on: May 6, 2024
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Job Description:
Company :
Highmark Inc.
Job Description :
JOB SUMMARY
This job handles customer inquiries by telephone and/or email
and/or in person from individual members, groups, providers and
brokers in a customer service center. Troubleshoots and resolves
customer complaints. Ensures that responses to inquiries are
completed timely and according to established service and quality
standards. May provide subject-matter direction to lower-level
representatives.
ESSENTIAL RESPONSIBILITIES
Resolve customer inquiries and complaints via written, telephonic
and face-to-face communication in a timely and accurate manner.
Prepare adjustments for services not properly processed, either
systematically, or by forwarding to the appropriate area for follow
up and resolution.
Meet all production, quality, and adherence standards. Attends all
required training classes.
Elevate issues to next level of supervision, as appropriate.
Maintain accurate records, including timekeeping records.
Other duties as assigned or requested.
EDUCATION
Required
High School Diploma/GED
Substitutions
None
Preferred
None
EXPERIENCE
Required
5 years of related, progressive experience
Preferred
None
LICENSES OR CERTIFICATIONS
Required
None
Preferred
None
SKILLS
Knowledge of principles and processes for providing customer
service, including customer needs assessment and meeting
standards
Ability to handle many tasks simultaneously and respond to
customers and their issues promptly and professionally
Ability to take direction and to navigate through multiple systems
simultaneously
Ability to maintain composure under stressful and fast-paced
conditions
Strong written and verbal communication skills
Ability to communicate complex information in a simple, customer
facing way
LANGUAGE REQUIREMENT (other than English)
None
TRAVEL REQUIREMENT:
0%-25%
PHYSICAL, MENTAL DEMANDS AND WORKING CONDITIONs
Position Type: Office-Based
Teaches/Trains others regularly
Occasionally
Physical Work Site Required
No
Lifting: up to 10 pounds
Rarely
Lifting: 10 to 25 pounds
Rarely
Disclaimer: The job description has been designed to indicate the
general nature and essential duties and responsibilities of work
performed by employees within this job title. It may not contain a
comprehensive inventory of all duties, responsibilities, and
qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal
standards and behavioral expectations as set forth in the code of
business conduct and company policies.
As a component of job responsibilities, employees may have access
to covered information, cardholder data, or other confidential
customer information that must be protected at all times. In
connection with this, all employees must comply with both the
Health Insurance Portability Accountability Act of 1996 (HIPAA) as
described in the Notice of Privacy Practices and Privacy Policies
and Procedures as well as all data security guidelines established
within the Company's Handbook of Privacy Policies and Practices and
Information Security Policy.
Furthermore, it is every employee's responsibility to comply with
the company's Code of Business Conduct. This includes but is not
limited to adherence to applicable federal and state laws, rules,
and regulations as well as company policies and training
requirements.
Pay Range Minimum:
$17.20
Pay Range Maximum:
$27.82
Base pay is determined by a variety of factors including a
candidate's qualifications, experience, and expected contributions,
as well as internal peer equity, market, and business
considerations. The displayed salary range does not reflect any
geographic differential Highmark may apply for certain locations
based upon comparative markets.
Highmark Health and its affiliates prohibit discrimination against
qualified individuals based on their status as protected veterans
or individuals with disabilities, and prohibit discrimination
against all individuals based on their race, color, age, religion,
sex, national origin, sexual orientation/gender identity or any
other category protected by applicable federal, state or local law.
Highmark Health and its affiliates take affirmative action to
employ and advance in employment individuals without regard to
race, color, age, religion, sex, national origin, sexual
orientation/gender identity, protected veteran status or
disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/Protected
Veterans/Disabled/Sexual Orientation/Gender Identity (
https://www.eeoc.gov/sites/default/files/migrated_files/employers/poster_screen_reader_optimized.pdf)
We endeavor to make this site accessible to any and all users. If
you would like to contact us regarding the accessibility of our
website or need assistance completing the application process,
please contact number below.
For accommodation requests, please contact HR Services Online at
HRServices@highmarkhealth.org
California Consumer Privacy Act Employees, Contractors, and
Applicants Notice
Req ID: J242513
Keywords: Highmark Health, Madison , Senior Customer Service Representative, Sales , Madison, Wisconsin
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