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Customer Service Representative


Austin, Texas

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Job ID 20000BBQ

Available Openings 1

Position Specific Information
  • This is a 100% remote opportunity!


PURPOSE AND SCOPE:

The Customer Service Representative delivers member support through a variety of approaches and procedures resulting in high quality of care through the life cycle of the member’s time with Fresenius Health Partners. The incumbent provides guidance and support, educates members on their benefits and care options, and coordinates with Providers, Clinics, and Facilities to ensure care is delivered as effectively as possible to produce the best outcomes. The Health Plan Service Operations Specialist I will join Fresenius Health Partners in Care Coordination Intake.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

  • Under close supervision, acquires job skills and learns company policies and procedures to coordinate incoming calls for service from members.

  • Document needs and interventions on Fresenius Heath Partners systems with completeness and accuracy.

  • Works on assignments using work instructions, job aids, and guidance from Team Lead and Supervisor.

  • Contacts are primarily with immediate team and involve obtaining or providing information requiring routine explanation and interpretation.

  • Customer interactions involve routine exchanges of information for coordination of medical needs using clear communication.

  • Escalates issues to Team Lead or Supervisor for resolution, as deemed necessary.

  • Review and comply with the Code of Business Conduct and all applicable company policies and procedures, local, state and federal laws and regulations.

  • Assist with various projects as assigned by direct supervisor.

  • Other duties as assigned.


PHYSICAL DEMANDS AND WORKING CONDITIONS:

  • The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • No travel required.

EDUCATION:

High School Diploma required.

EXPERIENCE AND REQUIRED SKILLS:

  • 0 – 1 year’s related experience.

  • Must have clear and persuasive verbal communication skill.

  • Must have clear and concise written communication skill.

  • Ability to deliver outstanding customer service.

  • Proven history of problem solving and critical thinking.

  • Proven history of adaptability and flexibility in the workplace.

  • Familiar with Microsoft Office applications and computer user interfaces.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.