Customer Service Representative I
Company: Beacon Health Options
Posted on: March 16, 2020
We Help People Live their Lives to the Fullest Potential!
For more than 30 years, Beacon has changed the way people live with
behavioral health conditions. Today, we are the undisputed leader
in behavioral health management, serving 40 million people across
all 50 states. At Beacon, we are committed to delivering a
?world-class? candidate experience from the moment you click
?Apply?! Our goal is to help you reach your fullest potential,
while utilizing your talents and expertise to help us deliver on
Do you have a passion for helping others? If so, we are looking for
Beacon is currently seeking a Customer Service Representative I to
join our team at our Cypress, CA office. ?Under the direction of
the Customer Service Management Team, the Customer Service
Representative (CSR) for answering and responding to a high volume
of telephone inquiries from members and providers. The incumbent?s
responsibilities include providing accurate and thorough
interpretation of benefits, eligibility, provider participation,
claims payment and interpretation inquiries, resolving customer
inquiries, facilitating problem resolution, and acting as a
member/provider advocate by meeting or exceeding customers?
expectations.? The CSR is expected to take complete responsibility
for every interaction with a customer by providing outstanding
service as a means to build customer loyalty, improve customer
retention and satisfy corporate customer service goals and
Shift: M- F 8:00 am - 5:00 pm (schedule may vary or subject to
What does a typical day look like?
Essential Duties and Responsibilities: The CSR will perform the
following duties in a typical call center environment, which means
a high volume of calls will handled while located at a desk.?????
Which requires adherence to schedules and extended periods of time
on the phone.
--- Provide timely, accurate, and courteous responses to a high
volume of telephone inquiries from both members and providers.
--- Meet daily production standards as indicated by management to
meet overall ASA/ABA and client PG?s: includes attendance,
adherence to schedules, ACW, calls per day, turnaround times.
--- Maintain adherence to schedule enabling the team to meet client
satisfaction levels. Adherence to work schedule including time
spent on break/lunch.
--- Achieve and maintain productivity and quality performance
expectations; minimum 95%
--- Interpret and effectively communicate benefits and eligibility
and claims payment information to our customers.
--- Document all critical information related to contacts responded
to in the appropriate in house healthcare systems
--- Demonstrate professionalism, empathy and a sense of urgency on
each and every member and provider call/transaction
--- Effectively navigate through multiple complex
--- Have the knowledge around handling escalated calls
--- Provide timely follow-up with other internal departments to
expedite resolution of difficult/aging inquiries, and when
necessary escalate those issues to management for further
--- Keep abreast of all system, contractual, compliance standard
changes and policy updates, and attend additional training sessions
and department meetings as necessary.
--- Complete daily assigned tasks by management such as website
inquiries, COB coordination of benefit updates, and authorization
for disclosure forms, authorization updates, and
--- Perform additional duties and/or work additional hours as
needed. Overtime and working holidays may be required based on
--- Comply with all the HIPAA Compliance regulations.
What you Contribute?
Education: A high school/GED diploma is required.? An Associate?s
Degree or equivalent related experience is preferred.
Knowledge, Skills & Abilities:
--- 6 months ? 1 year experience in Customer Service, Health Care
or Health Insurance is required. Previous experience in an ACD call
center environment is preferred.
--- Strong interpersonal skills and good written and verbal
--- Computer skills required, including working knowledge of MS
Office: Word, Excel, and PowerPoint.
What Makes Us Different?
--- Here, it?s not just a job ? it?s an opportunity to change
--- Our employees are learners, innovators and original
--- Our mission and values guide the way we treat our members,
providers and each other.
What We Have to Offer:
--- Healthcare benefits available starting day 1!
--- Health & wellbeing incentives, such as gym membership
--- 401K with company match to help reach your future financial
--- Generous PTO, because we know life happens outside of work
--- Tuition reimbursement so you can keep reaching your fullest
If Beacon sounds like the place for you, what are you waiting for?
Apply with us today to get started!
Beacon Health Options is proud to be an Equal Opportunity and
Affirmative Action Employer as well as a Drug Free and Tobacco Free
Work Environment. EOE/AA/M/F/Veterans/Disabled
At Beacon Health Options, our candidate's data privacy is a top
priority. Our recruiting team conducts all communications using
official company email (@BeaconHealthOptions.com). Only candidates
who have applied for an open position through our Careers page
(careers.beaconhealthoptions.com) will be engaged in our interview
process. Beacon conducts all interviews in person or over the
phone. At no time during the recruiting process will any Beacon
recruiter request any financial or personally identifiable
information from you.
Keywords: Beacon Health Options, Cypress , Customer Service Representative I, Hospitality & Tourism , Cypress, California
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