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Posted: Friday, June 9, 2017 12:05 AM


Talent Acquisition Representative: Angela Catone-DeFeo,


The Senior Customer Care Representative (SCCR) position has broad range of on and off call responsibilities. On call responsibilities includes responding to customer inquiries in areas of enrollment, billing, claims, benefit interpretation, and referrals/authorizations for medical care. The majority of contacts are via telephone, with some in-office contact and written correspondence/e-mail and chat as needed. Individuals in this position may handle a variety of insurance types including HMO, POS, EPO, PPO, ASO, Indemnity, Exchanges, Medicare and Medicaid. Other on call duties include Help Desk support and the handling of escalated issues (calls). Off call work may include service issue research and resolution, reporting, special projects, etc.


Minimum Education:

Post high school education (Associates degree, college courses) considered with relevant work experience High school diploma considered with call-center experience

Minimum Experience:

Successful customer service experience and relevant office experience

Healthcare, health insurance experience required Call Center experience required

Required Skills:

• Broad and in depth knowledge of MVP's product portfolio, benefits, policies and procedures

• Excellent oral/written communication and interpersonal skills

• Strong active listening, issue assessment and problem solving skills

• Ability to multi-task and work effectively in a fast paced, call center environment

• Strong organizational and follow through skills

• Demonstrated PC skills using Microsoft applications

• Ability to exercise discretion in handling confidential member information

• Passion for customer service and process improvement

• Self-direct individual

• Prior call center experience

Preferred Skills:

• Familiarity with healthcare benefits and/or medical terminology

• Bilingual (Spanish) a plus.

• Location: Rochester

• Post ID: 24783158 rochester is an interactive computer service that enables access by multiple users and should not be treated as the publisher or speaker of any information provided by another information content provider. © 2017