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Client Services Representative I

Company: Allied National, Inc
Location: Overland Park
Posted on: April 3, 2024

Job Description:

Description:CANDIDATES MUST BE FROM THE KANSAS CITY METRO AREA. THIS IS A HYBRID WORK FROM HOME POSITION. TWO DAYS FROM HOME AND THREE IN THE OFFICE ONCE TRAINING HAS BEEN COMPLETED. PURPOSE:To apply the knowledge of Allied's products, the Certificates of Insurance, the computer system and company procedures and philosophies along with judgment, in providing service to agents, insureds, providers, and other outside sources on both a pro-active and responsive basis. The CSR will work in a team atmosphere utilizing their expertise and the expertise of their peer group and staff in other departments to solve problems, provide information, and lend assistance involving multiple functions of the company. The focus of this position is to provide the services mentioned above professionally and courteously, enabling Allied to be recognized as a service-driven organization. A CSR will step outside the normal customer service interaction and intentionally create a person-to-person experience, so the customer leaves the conversation with not only the information they thought they were looking for - but the information they need.ESSENTIAL FUNCTIONS:

  • Attain and keep current an in-depth knowledge of all procedures and guidelines of the Client Services department. Remain up to date in the scope and depth of knowledge required to effectively apply all procedures and guidelines involved in Claims Processing in order to answer related questions from our customers.
  • Be proficient in the use of telephone equipment, i.e. placing calls on hold, transferring calls, retrieving messages from voice mail, conference calls, etc.
  • Be proficient with all computer applications used in handling customer contacts, i.e., DG, Contact Management, AI, Win-Allied, Oracle Claimant documentation system, Groupwise email system, various Client Portals, and the department copier/printer/scanner.
  • At all times, represent Allied in a positive, professional, thorough, and helpful way.
  • Document all calls, inbound/outbound, in Allied's contact management system.
  • Process voice mails by retrieving, documenting and providing return calls.
  • Meet established department production standards for quality and quantity by using the most efficient time management & proficiency skills in call handling.
  • Handle inbound and outbound contacts (calls, e-mails, and faxes) and determine the proper routing or course of action for those contacts. Ask all questions necessary concerning the issue, thus resulting in complete resolution and eliminating additional calls. If necessary, take responsibility for this contact and follow through to the conclusion.
  • Successfully complete a recognized course in Medical Terminology and pass a proficiency exam.
  • Maintain training needs by taking responsibility for seeking additional training as needed.MARGINAL FUNCTIONS:
    • Interpret and recommend updates to procedures & documents.
    • Assist other departments with production during idle times.
    • Assist with processing miscellaneous work that is presented to Client Services.Requirements:
      • Associate of Arts degree or minimum 2 years of college course work strongly preferred.
      • Minimum of 2 years of Customer Service experience in a Call Center is preferred.
      • Minimum of 2 years of life & health insurance experience preferred.
      • Ability to communicate in an assertive but positive manner, using excellent telephone communication skills (i.e. listening for understanding, responding accurately and professionally, and expressing self clearly and courteously.)
      • Knowledge and understanding of medical terminology strongly preferred.
      • Ability to speak English fluently, read, comprehend, follow and give written and verbal English instructions.
      • Ability to make decisions independently.
      • Ability to perform basic math skills.
      • Intermediate level proficiency with Windows-based systems, including but not limited to Microsoft Word.
      • Ability to compose proper business correspondence (i.e., letters, memos, and file documentation) and communicate clearly in e-mail responses to internal and external customers.
      • Ability to meet company attendance requirements and work overtime as necessary.
      • Ability to sit or stand for 7.5 hours per day.
      • Ability to meet departmental training standards.
      • Ability to achieve and maintain department quality and quantity production standards.
      • Ability to work under and handle the stress associated with varying workloads and deadlines, dealing with difficult callers, and handling a high volume of inbound and outbound contacts.(Management retains the discretion to add or change the functions of this position at any time)FACTORS IMPORTANT TO SUCCESSFUL PERFORMANCE OF POSITION:
        • Problem-solving
        • Interpersonal skills
        • Communication skills
        • Analytical ability
        • FlexibilityThe position requires the ability to assess a problem and analyze the facts to reach appropriate conclusions and convey that information accurately to others. Communication and interpersonal skills are necessary as the position requires extensive telephone contact and written correspondence.Compensation details: 17-20 Hourly WagePI94095e035ec0-31181-33710261

Keywords: Allied National, Inc, Overland Park , Client Services Representative I, Other , Overland Park, Kansas

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