Customer Support

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Engage and interview callers in a dynamic environment, applying critical-thinking skills and sound judgment beyond established scripts and decision trees
• Navigate multiple systems and applications simultaneously while accurately documenting and maintaining information
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Perform other duties as assigned

Customer Service Representative

• Guide, coach, and mentor members seeking individualized mental health and substance use recovery goals
• Use personal recovery experience to help the Aetna team coordinate member care
• Share coping strategies, wellness tools, and resources with care managers and coordinators
• Conduct field-based, face-to-face, and virtual member visits
• Attend case rounds and help identify members who may benefit from Peer Support Services
• Educate care management teams on peer support services and recovery goals
• Collaborate with healthcare professionals, providers, members, and community agencies
• Help members identify socioeconomic issues and develop person-centered plans and goals
• Attend medical, behavioral health, or community appointments when appropriate
• Advocate for members’ needs and individualized goals
• Connect members with community-based services and supports
• Research available community-based supports and services
• Use open-ended questions to engage members in dialogue
• Document non-clinical, person-centered member outreach notes
• Manage schedules, competing projects, and demands independently
• Maintain continuing education requirements for Louisiana Peer Support Specialists

Certified Peer Support Specialist

• Manage incoming calls
• Assist with placement and processing of orders, refunds, and exchanges
• Approve B2B customer orders
• Keep customers and Sales representatives updated on order status
• Provide customer support via email
• Provide online customer support
• Invoice daily orders
• Perform light warehouse/order processing on occasion
• Perform other duties and responsibilities as assigned and directed

Customer Service – Operations Associate

• Reach out to courts on individual orders and general court status updates, including answering questions and resolving issues related to existing orders.
• Communicate accurately and professionally through remote voice calls and emails with court personnel, attorneys, and other clients.
• Work in Skye, the in-house application, to process documents, add informative updates/notes, and perform data entry.
• Manage consistent incoming and outgoing phone calls to assist courts and customers.
• Relay relevant, updated information from courts to process servers and customers.
• Collaborate with team members to identify root causes and process inefficiencies.
• Navigate and understand court dockets, download court documents, and import them into the internal application.
• Perform other job-related duties as assigned.

Court Support Specialist

• Answer incoming phone calls on behalf of the client and provide accurate information to callers
• Place outbound customer service or customer satisfaction calls as required
• Complete call guides and gather and verify required information
• Attend telephone skills and program information training sessions
• Adhere to established service, customer service, and documentation standards
• Follow contact center scheduling to ensure telephone coverage during operating hours
• Perform clerical or administrative duties as assigned
• Support customer engagement center activities across the United States
• Work remotely after training, with onsite classroom and on-the-job training followed by two additional onsite weeks

Customer Service Representative I

• Assist customers inside and outside a U-Haul center with U-Haul products and services
• Use smartphone-based U-Scan technology to manage rentals and inventory
• Move and hook up U-Haul trucks and trailers
• Clean and inspect equipment on the lot, including checking fluid levels
• Answer questions and educate customers regarding products and services
• Prepare rental invoices and accept returned rental equipment
• Install hitches and trailer wiring
• Fill propane
• Drive a forklift
• Participate in ongoing U-Haul education through U-Haul University
• Perform other duties as assigned

• Serve as the first point of contact for employees seeking technical assistance through phone, Microsoft Teams, remote support tools, ticketing systems, and in-person interactions
• Troubleshoot and resolve hardware, software, account access, application, and connectivity issues
• Support Microsoft 365 applications, Outlook, Teams, OneDrive, Windows operating systems, printers, peripheral devices, and other business technologies
• Manage IT incidents and service requests from intake through resolution
• Perform first-level diagnostics, resolve issues when possible, and escalate complex problems to Tier 2 support
• Maintain ownership of assigned tickets, provide status updates, verify resolutions, and close requests
• Assist with workstation deployments, hardware installations, software configuration, user account administration, password resets, and technology rollouts
• Conduct basic troubleshooting for workstation performance, network connectivity, mobile devices, printing systems, and business applications
• Use knowledge bases, vendor resources, and documented procedures to diagnose and resolve issues
• Create and maintain documentation of troubleshooting steps, resolutions, recurring issues, and support procedures
• Identify recurring technical trends and recommend process improvements
• Collaborate with Tier 2 support and other IT teams on escalations, special projects, technology initiatives, training, and continuous improvement

IT Helpdesk, Support Representative

• Handle patient billing inquiries for the Health System
• Work directly with patients to provide customer service and collect past due balances
• Reply promptly and provide accurate information regarding medical bill accounts via telephone, email, fax, mail, or in person
• Serve as liaison between patients, providers, external departments, and other responsible parties
• Record and maintain transactions, resolving account balances and discrepancies within prescribed periods
• Plan, organize, and prioritize work and convince debtors to assume financial responsibility
• Educate debtors on payment options and financial impacts of alternatives
• Provide high-quality customer service and maintain patient satisfaction
• Handle calls appropriately and effectively
• Remain knowledgeable about applicable laws, accreditation standards, and regulatory requirements and ensure compliance

Patient Account Customer Service Representative

• Independently assist internal and external clients by clarifying and researching information and resolving non-clinical problems
• Work with Nurse Managers/Supervisors, field staff, and patients to schedule home infusion visits within a region of branches
• Complete nurse assignments, reschedule visits based on patient availability, staff new patients with appropriate nurses, and monitor appointments for accuracy
• Coordinate nursing referrals with pharmacy, reimbursement, and nursing departments while providing customer service
• Communicate with staff, departments, and prescribers via fax, email, IM, and phone
• Monitor personal email and nursing mailboxes for follow-up needs and prioritize requests
• Manipulate multiple Excel documents to determine required tasks and urgency
• Respond to inquiries from patients, field staff, and other departments regarding nursing and patient referrals and schedules
• Investigate and research issues and provide resolutions
• Take initiative in problem solving, multitask effectively, and apply critical thinking
• Enter data correctly and timely in appropriate systems

Senior Customer Service Representative, Patient Scheduling

• Deliver the highest level of customer service experience
• Answer customer calls
• Reset passwords
• Assist with creating accounts
• Upload documents
• Answer general questions
• Engage with customers over the phone and reply to online chat inquiries
• Help customers manage their accounts
• Verify eligibility for coverages and review healthcare options
• Solve consumer problems and find creative solutions
• Diagnose, assess, and resolve problems or issues in a timely manner
• Maintain expertise on the company, product, and policies
• Adapt to changing project/program updates
• Demonstrate corporate values consistently
• Perform administrative duties, including inputting customer information into a database
• Perform other administrative duties as assigned