Job Description:

Security Clearance required:

Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!

Job Description

Customer Service Representatives (CSRs) provide exceptional service while answering in-bound consumer inquiries. Use basic office equipment and technology such as telephones, email, and web-based tools to perform duties. CSRs are trained on multiple systems and use these systems daily.To ensure information provided is accurate and consumers have the best possible experience all calls require the use of scripted responses.

Position is customer service focused. There are no sales involved.

Key Responsibilities:

• Performing in-bound and outbound customer service support, via phone, email and/or chat




• Respond to Customer inquiries within the set departmental staffing and time parameters




• Follow established and documented policies and standard operating procedures, such as completing checklist, escalation request, and documenting account records




• Demonstrate ownership in all facets of both customer and support group interactions




• Ability to resolve problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues




• Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquires




• Achieve service level metrics that includes first call resolution, appointment integrity, response time, response accuracy




• Responsible for following-up, monitoring, and completing commitments to successful outcomes for customers and client providers




• Adhere to HIPAA privacy laws




• Complete and accurately disposition call records for appointment scheduling and capturing of contact information




• Utilize standard technology such as a telephone, e-mail, calendar schedulingand web browser




• Navigate within an online tool to the appropriate responses, record capturing, and fulfillment servicing




• Provide basic general and claims specific information




• Identify and provide feedback on identified trends and servicing incidents




• May be required to work holidays, evenings, weekends, and overtime




• Perform other related duties as assigned

Required Qualifications:

• High School diploma or GED equivalent required




• Minimum 6 months customer service/Help Desk experience preferred




• Fluent in English




• Ability to speak Spanish fluently is a plus




• Inbound call center experience a plus




• Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks




• Participate in training and receive certification that all required modules received a passing score




• Previous professional email correspondence experience strongly desired

Candidates that do not meet the required qualifications will not be considered.

Additional Minimum Qualifications:

• Must be able to speak, write and read English clearly, professionally, and fluently




• Must be able to type a minimum of 20 WPM




• Basic computer knowledge and comfortable navigating a Windows based operating system




• Friendly, empathetic phone presence




• Ability to sit and speak for extended periods of time




• Proven ability to build relationships within a team




• Must be punctual and committed to assigned schedule




• Must demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks