Summary:

Provides optimum customer service as required to maintain existing members and prevent cancellations. The Care Center Representative must take full responsibility for every call to ensure callers concerns are met. Provides world class customer care to internal and external customers while consistently adhering to all call handling objectives, i.e. hold time, talk time, after call work, schedule adhere and quality assurance. Correctly responds to all Department of Health audit calls on a consistent basis. Acts as a liaison between our internal and external customers. Responds promptly, accurately and effectively to all calls in a polite and professional manner. Responds to all calls timely and have a clear understanding of call avoidance, such as but not limited to: short calls, intentional disconnects, inappropriate transfers and inappropriate use of hold button. Performs data input in a highly accurate and timely manner on all customer contacts. Simultaneously accesses multiple databases while addressing customer’s needs. Researches information needed to accurately respond to customers concerns. Asks appropriate questions to ensure a clear understanding of customers concern. Clearly explains all policies and procedures on both incoming and out-going calls. On an ongoing basis, educates members about their benefits and Hudson’s procedures. Develops a comprehensive understanding of all lines of business. Have the technical skills required to be able to perform task efficiently. Delivers information in a clear and confident manner. Performs other duties as assigned.



POSITION QUALIFICATIONS

Minimum Education:

High School diploma or equivalent when possesses customer service employment experience.

Post high school education (Associates degree, college courses) preferred



Minimum Experience:

Minimum 1 – 3 years customer service experience and/or relevant office experience required

Experience in positions where adherence to strict confidentiality is required

Healthcare, health insurance experience preferred Call Center experience preferred



Required Skills:

•Strong problem-solving skills with effective oral and written communication skills.

•Have strong interpersonal skills and exhibit good judgment.

•Demonstrated excellent customer service skills including superior accountability and follow through

•Demonstrated PC skills using Microsoft applications



Preferred Skills:

•Excellent telephone/communication skills
• Bilingual (Spanish speaking)