Customer Care Associate

The Customer Care Associate is the main point of contact a customer makes with the health plan. Provides exceptional customer service to customers by answering questions and/or resolving concerns through appropriate education, information, and follow-up.

Provides customers with knowledge of plans, products, systems, and processes to resolve customer issues/concerns.
Serves as primary contact for customers.
Maintains strong relationships with customers through telephone contact, written correspondence, electronic messaging and onsite visits.
Investigates all concerns/issues to assure accurate information is provided in a timely manner. Provides resolution for all customer concerns and inquiries.
Communicates and coordinates with the appropriate internal departments to resolve customer concerns.
Documents and codes accurately all inquiries/concerns.
Provides customers with the complaint/appeal and grievance process.
Documents complaint/appeal and grievances and forwards to the appropriate team for processing.
Completes outbound calls to customers to resolve complex benefit, eligibility, premium, pharmacy, claims or other related issues.

Work is typically performed in an office environment. Accountable for satisfying all job specific obligations and complying with all organization policies and procedures. The specific statements in this profile are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.

Position Details:

Work Schedule/Hours

Standard Business Hours are 9am – 8pm EST, Monday through Friday and 8am-2pm EST Saturdays.
Peak Business hours (Open Enrollment season October – March) are 9am – 8pm EST Monday through Sunday
Available Shifts vary based on business need between the hours of 9am – 8pm EST
During peak business times, and new election periods, extended hours are included in standard schedules.
Weekend scheduled hours are included with an equivalent day off during the week or additional hours based on business need.
Shifts are determined based on business need & operational metrics including hired date.
Shifts can change based on business need and process will be discussed during the interview & hiring process.

Internet Requirements:

Employee required to have/supply: Cable modem, (high speed, only – No DSL or Wireless Cellular Service or Satellite Service) The minimum requirement is:

5 MBPS UP
20 Mbps DOWN
Computer must be connected to the internet via Ethernet cable

Education:

High School Diploma or Equivalent (GED)- (Required)

Experience:

Minimum of 1 year-Customer Service (Required)

Certification(s) and License(s)

OUR PURPOSE & VALUES: Everything we do is about caring for our patients, our members, our students, our Geisinger family and our communities. KINDNESS: We strive to treat everyone as we would hope to be treated ourselves. EXCELLENCE: We treasure colleagues who humbly strive for excellence. LEARNING: We share our knowledge with the best and brightest to better prepare the caregivers for tomorrow. INNOVATION: We constantly seek new and better ways to care for our patients, our members, our community, and the nation. SAFETY: We provide a safe environment for our patients and members and the Geisinger family We offer healthcare benefits for full time and part time positions from day one, including vision, dental and domestic partners. Perhaps just as important, from senior management on down, we encourage an atmosphere of collaboration, cooperation and collegiality. We know that a diverse workforce with unique experiences and backgrounds makes our team stronger. Our patients, members and community come from a wide variety of backgrounds, and it takes a diverse workforce to make better health easier for all. We are proud to be an affirmative action, equal opportunity employer and all qualified applicants will receive consideration for employment regardless to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or status as a protected veteran.

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