Remote Call Center Rep (MUST LIVE IN MD)

Position Overview

This role isfully remotebut candidates must live within 1 hour of Fulton, MD. The position focuses on increasing customer satisfaction and retention by providing members, customers, patients, and providers with accurate, consistent, timely, and meaningful information to help them maximize the benefits of their KP coverage. It also involves building rapport and fostering collaborative relationships in adherence to compliance guidelines.

Key Responsibilities

• Represents the Health Plan by answering and documenting all incoming contacts and responding to complex calls related to specialized product lines or queues.
• Responds professionally to inquiries from internal and external customers and promotes extraordinary service.
• Initiates contact with the appropriate Health Plan, medical group, and facility personnel to obtain relevant information.
• Evaluates data to determine and implement the appropriate course of action to resolve complaints and coordinate service recovery.
• Documents conversations with members according to established procedures.
• Follows established procedures to meet customer and member needs.
• Interacts effectively with diverse work units and organizational departments.
• Applies a solid understanding of assigned skills to complete a wide range of tasks.
• Understands relevant policies, processes, and customer requirements.
• Assists the department in meeting customer needs and achieving department expectations.
• Completes required training and effectively uses available tools to retrieve necessary information.
• Develops an awareness of how performance and actions impact members and member service.
• Meets MSCC performance guarantees including call handling, first call resolution, complaint resolution compliance, member retention, and return contact when warranted.
• Consistently supports compliance and the Principles of Responsibility by maintaining privacy, confidentiality, and protecting organizational assets.
• Performs other relevant duties as required.

Required Qualifications

• High School Diploma or GED required.
• Minimum two years of customer service experience or KP member-interacting experience required.
• MSCC Assessment V4 and computer test required.
• Excellent written and verbal communication skills.
• Demonstrated analytical and problem-solving skills.
• Strong knowledge of systems used within the MSCC.
• Ability to read and respond briefly, clearly, and effectively.
• Ability to think critically and problem-solve.
• Ability to manage work with minimal direction.
• Must pass knowledge checks while in training.

Preferred Qualifications

• Health insurance and call center experience preferred.

Benefits & Perks

• Compensation:The pay range for this position is $20.60/hr.
• Medical, dental & vision
• Critical Illness, Accident, and Hospital coverage
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Voluntary Life & AD&D for employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)