Customer Service Representative I
Current• Serve as the first point of contact for CarePayment as a customer-service representative in a remote call center answering telephone inquiries regarding the CarePayment healthcare payment-plan program. • Handle an average of 50 calls daily including a mix of both inbound and outbound calls, documenting all interactions, inquiries, requests, complaints, and resolutions in a CRM database. • Process card and bank-account payments, setup automatic recurring payments, and waive late fees upon request, reducing customer churn by addressing concerns and offering personalized solutions. • Resolve technical issues for online member portal and mobile app including signing up for the service, resetting passwords, counseling on the use of features and functions, and aiding in navigating the site, improving customer satisfaction through effective step-by-step troubleshooting. • Offer comprehensive information about CarePayment payment-plan eligibility, features, services, and policies, encouraging enrollment and increasing customer retention. • Provide callers detailed descriptions of medical services, insurance-coverage questions, financial-assistance-application updates, and previous payments via Epic MyChart, ensuring that information provided adheres to HIPAA guidelines. • Consistently meet or exceed key performance indicators, including call-handling time, after-call work, and customer-satisfaction rates as measured by after-call surveys. • Receive ongoing performance and quality evaluations, coaching, and mentoring from supervisors, leads, and peers, receiving constructive feedback to identify strengths and areas for improvement.• Mentor entry-level representatives on call-center procedures and utilization best practices. • Navigate the complexities of remote work by communicating efficiently with varied associates and groups including scheduling, real-time chat, collaboration, and team meetings.
