Inbound Call Center Representative

IMPORTANT! Please read the job description in full and answer ALL pre-screening questions before applying. Applicants who do not answer all of the pre-screening questions will not be considered.

Iron Insights is looking to hire Inbound Call Center representatives for our growing team. This role is 100% remote working from home...

Duties include but are not limited to: answering inbound phone lines, making outbound calls with and without predictive dialer technology, email communication, outbound follow-up calls, system documentation, troubleshooting, and problem-solving.

What will you do:
• Answer phone professionally and expeditiously – speaking with patients, insurance companies and pharmacies.
• Respond to customer inquiries in a timely manner
• Review customer insurance plan(s) to assist in patient assistance program (PAP)
• Research required information using available resources
• Handle and resolve customer complaints
• Provide customers with product and service information
• Identify and escalate priority issues
• Route calls to appropriate resource
• Maintain excellent notes in appropriate systems
• Help to maintain required project documentation
• Other tasks, as assigned

What do you need:
• High School diploma or equivalent
• BA/BS preferred
• 1 year of relevant insurance verification and benefits investigation experience preferred
• 2+ years previous telephone customer service experience required, remote experience preferred
• Must have the ability to work remotely – requires quiet, dedicated workspace, and high-speed internet connection that is hardwired to your company-provided laptop
• Strong problem-solving and root cause analysis skills
• Must be able to work undistracted for the entirety of remote shift
• Experience in a high-pressure and fast-paced environment
• Ability to receive feedback and improve performance base on coaching received
• Powerful customer focus; effective listener
• Ability to function effectively in a team environment
• Efficient computer and data entry skills; ability to learn new systems and programs quickly
• Strong multi-tasking ability
• Must be flexible to work all shifts including day/nights/weekends as needed for coverage
• The drive for self-development, the ability to collaborate, and an action-oriented work ethic
• Eligible to participate and not excluded from federal or state health care programs, including but not limited to Medicare and Medicaid

Job Type: Full-time

Pay: $18.00 - $20.00 per hour

Benefits:
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance
• Work from home

Shift:
• Day shift

Application Question(s):
• How many years experience do you have working in an inbound call center in a medical setting?
• Are you excluded from federal or state health care programs, including but not limited to Medicare and Medicaid? Please see this link for an explanation of this question: https://oig.hhs.gov/exclusions/effectsofexclusion.asp
• We are targeting early December as a start date followed by four-six weeks of training from 9:00-5:30 ET. Do you have conflicts that would prevent you from starting in early December and/or attending the training in full?
• Are you able to hardwire computer equipment using an ethernet cable?

Work Location: Remote

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