Customer Service Representative

Firstsource Solutions is a leading provider of customized Business Process Management (BPM) services. Firstsource specialises in helping customers stay ahead of the curve through transformational solutions in order to reimagine business processes and deliver increased efficiency, deeper insights and superior outcomes.

We are trusted brand custodians and long-term partners to 100+ leading brands with presence in the US, UK, Philippines and India. Our 'rightshore' delivery model offers solutions covering complete customer lifecycle across Healthcare, Telecommunications & Media and Banking, Financial Services & Insurance verticals.

Our clientele includes Fortune 500 and FTSE 100 companies.

As healthcare professionals, we guide our clients through their healthcare environment ensuring they have access to the best resources available to them.

Job Overview:

Pay is $14.00 an hour plus Incentives

• • 78+ hours of training Schedule Adherence: $1.00 per regular hour for hours worked
  • Must attend all days of training within the pay period to receive a perfect attendance incentive: $25 if the agent has 0.00pt
  • As well as Production incentives
• Must be able to work an 8 hour shift between these times; 8am-8pm EST .
• Call Service Representatives provides new and existing members and providers with the best possible service in relation to billing, claims, enrollment, benefits, suggestions and complaints.

Key Roles and Responsibilities:

• Call Center environment
• Handling a high volume of inbound calls for Healthcare Member and Provider inquiries
• Maintain awareness of the way performance and actions affect members.
• Web camera visibility
• Schedule Flexibility

Key Performance Indicators:

• Inquiry Accuracy and Completeness
• Productivity
• Call Resolution
• Overall Satisfaction
• Call Handle Time

Reporting Structure:

• Reporting to a Supervisor and Manager

Qualifications - External

Qualification & Experience:

Health insurance experience preferred

High School diploma or equivalent is required

Must have a private workstation to perform your work

Must have Internet to include a router with Ethernet jack for connectivity to PC

• Internet Speed Requirement is 25 Download & 15 Upload
• No Use of Satellite, T-Mobile, Fixed Wireless, Cellular or Starlink

• Ability to navigate multiple computer screens
• Ability to answer Healthcare Member and Provider inquiries and type information into the computer system simultaneously

• Must be reliable and punctual
• Work effectively in a team environment
• Work independently without constant supervision
• Positive professional attitude
• Detail-oriented
• Computer literate
• Strong reading comprehension and writing skills
• Problem-solving skills.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state or local law.