Healthcare Inbound Customer Service Agent - Remote (Winston Salem, NC)

at Cognizant in Augusta, Maine, United States

The Cognizant team is currently seeking individuals to work as part of our established Healthcare Inbound Customer Service team. The full-time position is in the Winston Salem, NC area. We are seeking highly motivated Customer Service Agents, preferably with a healthcare background, although not necessary as we will train.

Responsibilities:

Address the needs of inbound callers focused on first call resolution.

Adhere to call flows and work processes as supplied and in accordance with accepted coverage guidelines, ensuring all mandated government and state regulations are consistently met.

Follow guidelines to reach out to internal partners and internally refer issues ranging from claims, provider searches, location of resources, obtaining an interpreter, referring enrollment issues to backend team and helping callers understand benefits.

Maintain professionalism while working within documentation guidelines, on proprietary software on multiple applications, keeping a high level of accuracy and attention to detail.

Check email accounts daily and stay up to date on call handling resources through continual document review and completion of mandated knowledge checks as assigned.

Live-document all caller interactions in accordance with QA Guidelines and maintain an average monthly rating as defined for the site.

Maintain minimum production and adherence standards by being in attendance and adhering to the slated schedule, being either on a call, or readily waiting for a call-in order.

Display attention to detail and willingness to learn, adapt and interact with individuals who may be angry, frustrated or calling in to complain while helping to ease the abrasion between the member and the plan.

Other duties as assigned.

Qualifications:

High School Diploma (or GED -) required

1-year previous customer service experience- preferred in HealthCare Medicare and commercial

Proficiency in Microsoft Office Suite Word and Excel- required

Demonstrated experience in using laptops, multiple applications and phone simultaneously.

Excellent written and verbal communication skills.

Ability to meet deadlines and work under pressure.

Excellent time management and organizational skills.

Accurate keyboard skills and proven ability to enter data at a required speed.

Salary and Other Compensation:

Applications will be accepted until June 4th, 2025.

The hourly rate for this position is $15.00 per hour, depending on experi