Customer Service Representative (CSR) - Bilingual-Spanish Applicants are Encouraged to Apply!! at Avesis

Posted in General Business 2 days ago.

This job brought to you by eQuest

Type: Full-Time
Location: Phoenix, Arizona





Job Description:

About the Organization Avesis has been providing essential ancillary benefit solutions since 1978. Since its inception Avesis has developed, administered and refined its offerings to provide clients with best-in-class product choices and services. Today, our programs cover more than 8.5 million members throughout the country. We strive for excellence in all that we do and our benchmark performance in terms of member satisfaction and client retention underscores this singular focus.

The continued upward spiral in health care costs has challenged sponsors, providers and payers of health benefits to deliver high quality care in the most cost-effective manner possible. The Avesis benefits menu has been created to meet that challenge by making available quality essential ancillary benefit services at the lowest possible price while never sacrificing the highest quality of service. Providing outstanding customer service is a top priority, and our core values of accountability, empowerment, excellence, and integrity help us achieve high member and client satisfaction.

As of January 2016 Avesis is a wholly-owned, independent subsidiary of The Guardian Life Insurance Company, a distinction that brings even more capabilities to Avesis. The Guardian is a Fortune 250 mutual insurance company that has put its policyholders and clients above all else for more than 150 years, and it has earned them not only a great reputation but awards and accolades from such authorities as J.D. Power. Adhering to high standards, doing the right thing, and making people count are the founding principles that has kept Guardian financially sound and made them one of the largest insurance companies in the country.

In January 2017, Premier Access joined the Avesis family. Premier Access has focused on direct state contracts for Medicaid and Chip, specifically in California and Utah. They were one of the original participants in the Chip and Medicaid programs. Description Position Overview
Avesis is currently recruiting for Customer Service Representatives for their upcoming Call Center Training class in January 2019 in Phoenix, AZ . Are you seeking to make an impeccable difference at a great company while building a great career with great benefits, then we here at Avesis wants to hear from you! Bilingual-Spanish applicants are strongly encouraged to apply! *Differential pay is offered if qualifications met.
Avesis believes the people we hire are experts. That's why we treat them with respect and reward them with perks befitting an expert. In addition to our competitive salary, we offer:


  • Medical/Dental/Vision
  • Life and disability
  • Matching 401(K)
  • Generous Paid Time Off Plan
  • 9.5 Holidays
  • Avesis Perks (Company discounts - Local restaurants, gyms, cell phone service discounts, auto, travel, international theme parks and many more)
  • Tuition Reimbursement
  • Referral Bonus
  • Casual Dress Code
  • We offer outings and opportunities to unwind and have fun with co workers and family members throughout the year.

This position is located in the Customer Service department, an inbound call center operation. Under supervision, the CSR provides telephonic assistance to health plan members and representatives of healthcare providers and associated health plans relating to all aspects of relevant health plan programs and benefits. The CSR will use Avesis systems applications and reference resources to investigate, analyze, and resolve caller inquiries with a focus on fully responding to and anticipating other information they may need. The goal of each interaction is to fully resolve the callers' expressed and other potential information needs on that call and to achieve superior customer satisfaction. The CSR will be responsible for managing customer service interactions according to defined procedures and customer service protocols, and documenting each interaction in Avesis' customer service application. Following the applicable period of training and skill development, the CSR will be expected to adhere to call center schedules and to achieve defined productivity and quality performance standards. Assistance, guidance and support are provided by the assigned Team Lead CSR, Supervisor and Quality Review/Coaching staff members, and overseen by the Manager, Customer Service.

Essential Job Functions


  • Listening carefully and empathically to callers, ensuring that they are fully understood
  • Communicating clearly and effectively with health plan members and representatives of health care providers or associated health plans
  • Consistently following prescribed procedures and policies for assisting callers and documenting each customer service encounter
  • Engaging the Lead CSR or Supervisor according to call escalation procedures and policies
  • Understanding and skillful use of Avesis' telephone system, customer service and related applications, on-line reference tools, and other resources used by CSRs in Customer Service
  • Close adherence to published work schedules and adjusting to work schedules/shifts as needed
  • Adapting to procedural and policy changes as published and according to training delivered
  • Achieving CSR performance objectives relating to productivity, quality, skill development and adherence published schedules
  • Other duties as assigned


Position Requirements

  • High School diploma or GED high school equivalency certificate
  • One year of previous call center or customer service experience
  • Proficient windows-based computer skills and skill in navigation and use of Microsoft Office applications
  • Ability to type/keypunch at least 30 WPM
  • Effective listening and clearly understandable speaking and writing skills required
  • The ability to relate to customers in a professional and courteous manner

  • The ability to work in a team environment

  • The ability to work under pressure

  • The ability to sit for long periods of time.

  • Must be well organized, detail oriented, and be able to adapt to procedural and other business information changes

  • Strict adherence to HIPAA-related and company information confidentiality standards


Category Customer Service Full-Time/Part-Time Full-Time Exempt/Non-Exempt Non-Exempt EOE Statement We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law. This position is currently accepting applications.