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Lead Customer Service Representative
- Are you an experienced Lead Customer Service Representative looking for a new challenge?
- Do you value care management and quality improvement?
- Are you motivated, energetic, and excited to become part of the Kepro team?
If so, you might be our next new team member!
Who we need:
The Lead Customer Service is representative is responsible for assisting Supervisor with the oversight of the customer services area and staff. Maintains working knowledge of internal policies, procedures and services (both departmental and operational). Assists with monitoring productivity and quality standards of the department to meet contract deliverables within budgetary parameters.
Why us?
Kepro is a rapidly growing national quality improvement and care management organization. We work to ensure that over 20 million people receive the right care, at the right time, in the right setting.
People Focused. Mission Driven.
Shape the future of healthcare with us. We are mission driven to improve lives through healthcare quality and clinical expertise.
We do this through our people.
At Kepro, you can do meaningful work that makes a real difference for the lives of individuals across the country. We are an organization that cares deeply about our employees and we provide the training and support to do the best work of your career.
Benefits are a key component of your rewards package at Kepro. These benefits are designed to provide you and your family additional protection, security, and support for both your career and your life away from work. They are comprehensive and fit a variety of needs and situations. Our benefits include comprehensive health plans, paid time off, retirement savings, corporate wellness, educational assistance, corporate discounts and more.
What youll do:
- Monitors and directs daily workload of customer service areas, ensuring performance standards are met.
- Interacts with hospitals, physicians, beneficiaries, or other program recipients.
- Receives inquiries from customers or providers by telephone, email, fax, or mail and communicates response within required turnaround times.
- Consults with the Supervisor, Customer Service on complicated or complex unresolved issues.
- Assists with the training of new customer service staff.
- Resolves issues and addresses customer complaints on incoming calls.
- Monitors service calls to observe employee demeanor, technical accuracy, and conformity to company policies.
The list of accountabilities is not intended to be all-inclusive and may be expanded to include other education- and experience-related duties that management may deem necessary from time to time.
What youll need:
Required Qualifications
- High School diploma or equivalent.
Knowledge, Skills, Abilities
- Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; works well in group problem solving situations; maintains a calm demeanor in difficult situations.
- Knowledge of Microsoft software applications (Word, Excel, PowerPoint, Access).
- Contributes to building a positive team spirit.
- Speaks clearly and persuasively in positive or negative situations; listens and obtains clarification.
- Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
Experience
- 3+ years of customer service experience in a healthcare or insurance environment, with transferable skills that meet the qualifications for this position.
- Previous workload management experience and supervisory experience strongly preferred.
- Experience preparing cases for medical review, medical terminology and quality assurance practices.
Thank You!
We know your time is valuable and we thank you in advance for applying for this position. Due to the high volume of applicants we receive, only those who are chosen to advance in our interview process will be contacted. We sincerely appreciate your interest in Kepro and invite you to apply to future openings that may be of interest. Best of luck in your search!
~ The Kepro Talent Acquisition Team
Mental and Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made as required by law in an attempt to enable an individual with a disability to perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to sit for prolonged periods of time; key and/or control objects; interact extensively with internal and external customers; occasionally lift and/or move objects weighing up to 10 pounds; and occasionally travel within the state.
EOE AA M/F/Vet/Disability
Kepro is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Keystone Peer Review Organization, Inc.
