Provides courteous and prompt service to all internal and external customers.
Research provider questions regarding status of reviews/authorizations
Prioritizes and addresses requests in a professional manner to develop cooperative relationships and to ensure that customer confidentiality is assured.
Understands when to escalate a call to a supervisor.
Enters all call data for tracking.
Initiates outbound calls as necessary to facilities and providers. In the rare instances, a callback will be made to member/beneficiaries.
Provides customer service telephone line coverage within contract parameters of wait time and abandonment rates.
Identifies opportunities and recommends methods to improve service and work processes.