Customer Service Representative I - Zenith American

Las Vegas, NV

About the Job

JOB TITLE:	Customer Service Representative I
DEPARTMENT:	Service Center
REPORTS TO:	Joe Watts
JOB DUTIES:	Customer Service Representative I Provides exemplary services, by phone or in person to the customers of the Trusts ZAS administers. Interacts with customers and other departments to investigate, resolve and provide information in response to inquiries about claims, benefits, eligibility and complaints. Responsibilities include: Quote and explain benefits regarding Plan Coverage (Medical, Dental, etc.) Assist customers with problems and questions regarding claims Handle escalated customer concerns and complaints Answer phones and handle walk-ins Document interactions with customers into ZAS's Encounter Tracking/Database System Move between phone and front desk support as required by daily departmental needs Identify potential problems/patterns/solutions and escalate for management review Ability to learn Trust processing guidelines, benefit structure, system procedures and miscellaneous guidelines Cross-trained on multiple ZAS accounts Must meet the department's quality and production standards for this job, as provided on the work standards grid.
JOB REQUIREMENTS:	Minimum Education & Experience HS or GED Minimum 1 year experience in Customer Service or related work experience Claims processing knowledge helpful Healthcare background preferred Bilingual preferred Mental/Visual concentration or Manual Dexterity Requires normal concentration Easily learned, simple movements Computer Operations Must be PC literate Basic knowledge of Microsoft Excel & Word Working knowledge of HCFA, CPT, ICD9, HCPCS and other medical coding protocols Data entry and 10-key proficient (35-40WPM) Proficient in ZAS operating systems Physical Work Environment Normal degree of physical effort in typical office environment with comfortable, constant temperatures and absence of objectionable elements May be subject to interruptions May be required to lift a maximum of 25 lbs Must be able to have flexible work schedule when workflow requires Meet established attendance and punctuality guidelines. Customer Focus Understand customer needs, both internal and external.

COMPETENCIES:	Quality Focus Looks for opportunities to provide the highest quality service. Maintains appropriate documentation Works with other employees/departments to ensure timely and quality service. Analysis Strong analytical/problem solving skills Strong research skills Mathematical proficiency required. Planning Solid organizational skills Ability to prioritize and multi-task. Communication Solid written and verbal skills Listens actively and communicates effectively with participants, co-workers, clients, employers and vendors. Interpersonal Relations Assists participants, co-workers, clients, employers and vendors in a friendly, courteous, and professional manner. Uses courtesy in communication and working with others. Works with other employees/departments to ensure timely and quality service Patience and rapport with others required. Teamwork Works well in a team environment with minimal supervision Contributes to team tactics to meet defined goals. Supports a work environment that is conducive to team productivity. Accepts team decisions and works toward implementation. Positive Attitude Highly motivated Demonstrates flexibility and resilience when faced with multiple demands and shifting priorities. Integrity Approaches all business decisions and actions guided by sound personal and professional beliefs. High level of credibility and confidentiality. Earns trust by dealing honestly and following through on commitments
SALARY:	Level V
TESTING:	ZAS Pre-Employment Test for new hires to ZAS Typing Test
BID INSTRUCTIONS:	Interested applicants should apply through our new ATS system https://zenithamerican.applicantpro.com/internaljobs/ by COB Wednesday, October 30, 2024. EMail recruiting@zenith-american.com If you have any questions. The link can also be found on our intranet.

Source : Zenith American