Helpdesk Analyst/ Customer Service

Role: Helpdesk Analyst

Location: Richmond VA

Duration: 12+ Months

Note:

• Customer service
• Voice and chat role
• Inbound/outbpund calls
• Insurance benefit verification
• Benefits verification
• 9 hrs shift including break

Requirements:

• Responsible for responding to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility and claims. Proficient in all basic customer service areas performs some but not all types of moderately complex function.
• Primary duties may include, but are not limited to:
• Analyzes problems and provides information/solutions. Operates a PC/image station to obtain and extract information; documents information, activities and changes in the database.
• Thoroughly documents inquiry outcomes for accurate tracking and analysis. Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner. Researches and analyzes data to address operational challenges and customer service issues.
• Provides external and internal customers with requested information. Proficient in all basic customer service functions. Receives and places follow-up telephone calls / e-mails to answer customer questions.
• May require deviation from standard practices and procedures with the assistance of a computerized system.
• Seeks, understands and responds to the needs and expectations of internal and external customers. Requires a HS diploma or equivalent and a minimum of 1 year of the company's experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background. Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills.