Concord, New hampshire
Customer Service Rep (Healthcare - no nights or weekends) Job Opening in Concord, New hampshire - Coordinated Transportation Solutions, Inc. is a well-established, yet growing not-for-profit organization providing non-emergency medical transportation (NEMT) services.
We are seeking experienced, highly-motivated and energetic Call Center Representatives to join our organization in our new Contact Center located in Concord, NH.
WE ARE HIRING 14 CALL CENTER REPRESENTATIVES!
Under the direct supervision of the Contact Center Supervisor and Manager, the Call Center Representative is responsible for providing exceptional customer service to Managed Care Organizations, Medicaid members, caseworkers, medical providers and CTS? Provider Network.
DUTIES & RESPONSIBILITIES include but may not be limited to the following :
Acts as the first point of contact with all customers
Takes non-emergency medical transportation reservations through various sources
Verifies client eligibility and confirms medical appointments
Confirms that requests for transportation are to Medicaid covered services
Evaluates member transportation needs and makes costs effective decisions
Refers reductions in services and denials to Manager for appropriate action
Conducts customer Quality Assurance surveys
Records incidents and complaints and refers to Manager for resolution
Manages requests using telephone, voicemail, and computerized scheduling systems
Maintains manual and electronic data collection systems
Receives, logs, and relays messages to transportation providers
Meets established guidelines for speed of answering calls and abandonment rates
Participates in cross training of responsibilities as appropriate
Works overtime when required
Other duties may be assigned
QUALIFICATIONS :
High school diploma or general education degree (GED). Associates degree a plus
Six months to one year of call center experience
Bilingual (Spanish) capability a PLUS
Excellent communication, customer service, and interpersonal skills required
Experience with Microsoft Office programs (Word, Excel, Outlook)
Detail oriented
MANDATORY TRAINING REQUIREMENT:
Candidates must be able to commit to attending a nine-day paid Training Program.
Training Dates: Wed. 9/6/17 - Fri. 9/8/17 and Mon. 9/11/17 - Fri. 9/15/17
Training Hours: 8am-5pm each day with a 1-hour unpaid lunch break.
***No exceptions will be made for the training dates or times***
WORK SCHEDULE: Following the Training Program, new hires will work an 8-hour shift plus a half-hour unpaid lunch (total shift will be 8 1/2 hours). The 8 1/2 hour work shift will be the same daily and occur between the hours of 8am-6pm, Monday - Friday.
CTS offers a competitive, performance based, salary and fringe benefits program.
CTS is an equal opportunity employer regardless of race, color, religion, creed, sex, marital status, national origin, disability, age, veteran status, on-the-job injury, sexual orientation, political affiliation or belief. Employment decisions are made without consideration of these or any other factors that employers are prohibited by law from considering. Any discriminatory action can be a cause for disciplinary action.
Job Type: Full-time
Salary: $12.87 /hour
Job Location:
Concord, NH
Required education:
High school or equivalent
Required experience:
Customer Service: 1 year
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