cassi

Call Center Representative

• Provide authorization numbers for procedures performed within the provider network, within the scope of authority
• Guide, refer, and authorize users and service providers in accordance with the principles and guidelines of the healthcare delivery model
• Provide customers and service providers with prompt, accurate, and courteous administrative information
• Record suggestions and complaints, provide solutions within the scope of authority, and refer issues for internal review
• Record information about medical procedures in technology systems to support the medical team’s analysis
• Perform outbound telemarketing activities
• Provide support through multiple communication channels
• Receive and forward transportation requests for technical assessment and report them to the immediate supervisor
• Handle second-level support processes, operational support, inbound calls, and requests from the Inbound Customer Service Management team
• Handle second-level support processes, operational support, outbound calls, and requests from the Outbound, Multichannel, and Second-Level Support Management team
• Ensure the quality of telephone service, confidentiality of health information, standardized responses, and customer satisfaction
• Keep up to date with CASSI Contact Center processes
• Maintain the organization of the workstation, materials, and equipment
• Participate in the Quality Management System when requested
• Assist in preparing and updating documents
• Serve as a trainer and knowledge multiplier for updates, new procedures, and system implementations
• Work across customer service modules according to the work schedule strategy
• Submit suggestions and improvement proposals in support of the Quality Policy

Junior Call Center Operator – Inbound Customer Service, Open to People with Disabilities