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!
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.
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