Your Future Evolves Here
Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.
Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they're supported to live their best lives, and when they feel welcome to bring their whole selves to work. That's one reason why diversity and inclusion are core to our business.
Join Evolent for the mission. Stay for the culture.
What You'll Be Doing:
Our customer service team offers candidates the opportunity to make a meaningful impact by providing exceptional support to our valued customers. We foster a sense of job satisfaction through problem-solving and positive interactions. Our team values collaboration, continuous learning, and a customer-centric approach, ensuring that every team member contributes to providing better health outcomes. Leadership regularly rewards and recognizes CSRs for their performance in an environment that challenges while providing clear direction and support to foster success in the role.
Collaboration Opportunities:
Customer Service Representatives (CSR's) will be working with and providing support to health plan members, providers and/or their representatives. Leadership rewards and recognizes CSR's regularly for performance in an environment that challenges while providing clear direction and support to foster success in the role.
What You Will Be Doing:
Serve as the first point of contact for our members and healthcare providers, assisting with inquiries and providing information about member eligibility and benefits.
Resolve any emerging problems that members and providers face with accuracy and efficiency.
Answer and manage inbound inquiries regarding health plan benefits, claims, eligibility, medical procedures, billing, payments, and other related topics from customers in a prompt, courteous manner.
Accurately document customer interactions and transactions using the company's CRM system.
Meet performance goals established for the position in areas such as efficiency, accuracy, quality, member satisfaction, and attendance.
Adhere to all applicable department, organization, and regulatory policies and procedures.
Read, comprehend, and verbalize processes and procedures of the organization and health insurance coverage.
What You Bring:
Bilingual in Spanish & English (validated via bilingual assessment upon offer acceptance) is highly desired.
High School Diploma/GED is required.
Customer Service/Healthcare Experience: At least 1-2 years in a customer service role, in a healthcare setting is required.
Call Center Experience: At least 1 year in a call center environment, managing inbound calls, and handling high call volumes is required.
Healthcare Knowledge: Familiarity with healthcare and medical terminologies, as well as an understanding of health plan benefits and patient eligibility is strongly preferred.
This is a work from home position, which requires a quiet, private workspace without noise and distractions, and reliable internet connectivity provided through a wired connection with a minimum of 100 MBPS speed. A mobile, hot spot, or WiFi connection is NOT acceptable.
Qualifications for "Best in Class" Customer Service:
Empathy : The ability to understand and share the feelings of customers is crucial. Empathetic agents can connect with customers on a personal level, making them feel heard and valued.
Communication Skills : Excellent verbal and written communication skills are essential. Agents should be able to convey information clearly and concisely, and translate complex processes into simple, understandable instructions.
Active Listening : Agents must listen attentively to customers to understand their needs and concerns fully. This helps in providing accurate and effective solutions.
Problem-Solving Skills : The ability to think critically and solve problems efficiently is vital. Agents should be able to handle unexpected issues and find solutions quickly.
Patience : Dealing with customers, especially in stressful situations, requires patience. Agents should remain calm and composed, even when faced with challenging interactions.
Technical Proficiency : Familiarity with CRM systems, email platforms, and other relevant software is important. Agents should be comfortable navigating multiple computer applications simultaneously.
Adaptability : Customer service environments can be dynamic and fast-paced. Agents should be flexible and able to adapt to changing situations and customer needs.
Attention to Detail : Accuracy is critical in documenting customer interactions and transactions. Agents should be detail-oriented to ensure all information is recorded correctly.
Team Player : Collaboration is key in a customer service team. Agents should be able to work well with others to achieve common goals and provide the best possible service.
Positive Attitude : A positive and friendly demeanor can significantly impact customer satisfaction. Agents should approach each interaction with a positive attitude and a willingness to help.
Conflict Resolution Skills : The ability to handle and de-escalate conflicts is essential. Agents should be skilled in managing difficult situations and turning negative experiences into positive ones.
Commitment to Continuous Improvement : Agents should be open to feedback and committed to improving their skills and performance continuously.
Technical Requirements:
We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps and, specifically for all call center employees, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.
Evolent is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status. If you need reasonable accommodation to access the information provided on this website, please contact recruiting@evolent.com for further assistance.
The expected base salary/wage range for this position is $18-$18.50. This position is also eligible for a bonus component that would be dependent on pre-defined performance factors. As part of our total compensation package, Evolent is proud to offer comprehensive benefits (including health insurance benefits) to qualifying employees. All compensation determinations are based on the skills and experience required for the position and commensurate with experience of selected individuals, which may vary above and below the stated amounts.
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