University of Massachusetts Medical School

Member Service Representative -Temporary

US-MA-Shrewsbury
3 weeks ago(11/27/2017 12:28 PM)
Requisition Number
2017-30066
# of Openings
1
Shift
Day
Exempt/Non-Exempt Status
Non Exempt
Union Code
Non Union Position-W00-Non Benefited

Overview

Temprite Services is a division of the UMass Medical School's Human Resources department which offers various levels of temporary support for departments within the institution.  

 

This is a 24/7 Call Center. We are looking for candidates to work 8 hour shifts between 7:00AM- 6:00PM including one weekend day.

Responsibilities

MAJOR RESPONSIBILITIES:

 

  • In order to ensure that client service level requirements are consistently achieved, attend work reliably and adhere to scheduled shift times including lunch and break schedules;   
  • Respond to and/or direct inbound calls in accordance with established program policies, procedures, and standards;
  • Provide callers with comprehensive assistance regarding a broad array of subject matter including but not limited to: application assistance; eligibility determinations; explanation of benefits; and benefit coordination issues;
  • As directed, perform outbound calls in accordance with established program policies, procedures, and standards;
  • Utilize call escalation procedures as appropriate; 
  • Document all calls in accordance with established program policies, procedures, and standards;
  • Provide on-the-job training and support for other staff members as directed;
  • Actively participate in quality control / quality improvement initiatives;
  • Contribute to new business development initiatives as requested;
  • Attend and participate in meetings and training as directed;
  • Maintain the confidentiality of all business documents and correspondence according to HIPAA, corporate, and program guidelines;
  • Comply with established departmental policies, procedures and objectives;
  • Comply with all health and safety regulations and requirements.

 



 

 

Qualifications

REQUIRED QUALIFICATIONS:

  • High school diploma or equivalent;
  • Must speak and write English fluently;
  • Bi-lingual proficiency preferred ;
  • Must have at least 1 year of previous experience in a customer service role including at least 1 year of experience providing service by phone;
  • Physical ability to stand and repetitively bend down and reach up for extended periods of time (e.g. for file room projects)

 

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