JOB TITLE: Remote Representative
Eligibility Verification is responsible for researching and resolving mail order and retail prescriptions that will not process because there is an issue with the member's insurance coverage. Our department is the final step in a long process in order to ensure we meet our member's needs and process or reject their prescriptions accurately.
An Eligibility Verification Rep is responsible for investigating and resolving eligibility issues on multiple platforms in order to allow requests to continue processing. This individual will communicate directly with our clients via phone, fax and/or email to ensure that eligibility information that is on file for the participant is accurate. Interacts with internal and external customers. Primarily working Mail Order, Retail, Phones and Keying Projects. They will also support other duties as assigned.
DAY IN THE LIFE
The Eligibility Verification Team manages members insurance eligibility by consulting with the Benefits Offices for verification as well as manually updating the files for those members. The department receives requests in a variety of different ways: Mail Orders (EDQ queue), Resolution Manager Tasks (retail prescriptions), and Incoming Calls (benefits offices only).
The Enrollment Rep ensures that members are able to fill their mail order and retail store prescriptions without actually interacting with any members. This is a business to business research process.
You will be sitting at your own cube that is not shared, for the duration of your shift, for the first three weeks of training. The fourth week of training, you will be transitioned to Work From Home. You will be required to have a workspace in your home that is private with no background noise or distractions. There are two 15 minutes breaks, one in the morning, one in the afternoon and a 45 minute lunch at midday. 100% of the work is computer based and you are provided dual monitors. On average you will receive about 10-20 incoming calls during your 8 hour shift. The majority of your work will be pulling from our error queue and reaching out to external contacts through phone calls, emails and faxes.
- Candidates must have 2 years Customer Service Call Center experience.
- Basic Excel, Word and Outlook skills required (Test required)
- 9,000 ksph at 99% accuracy (Typing test and 10key test required)
- Team player
- Attention to detail
-Ability to set up a PC and accessories in their home without assistance
-Ability to troubleshoot minor IT issues in their home, such as connectivity issues
NOTE: In addition to a broadband connection a smartphone that can download apps is required. The latter is necessary as the VPN token will need to be downloaded to the users phone.
ADDITIONAL PREFERRED SKILLS
- Quick paced typing
- Ability to multitask
- Very detail oriented
- Ability to work independently
- Respectful of peers and superiors
THE FINE PRINT
This is not a call center. Candidates must be comfortable doing research; pay attention to detail; and have solid PC skills (email and Excel).
NO time off allowed during the four week training period.