Job description

PCG (Evolent Health) Call Center Customer Service Representative Job Description

100% remote work from home position.

The representative provides a positive customer service experience that meets the needs of our members by educating them on products and services, listening to concerns and addressing issues in a high-volume inbound call center.

Responsibilities

• Answer high-volume inbound member and provider calls via an automated phone system.

• Make outbound calls to members, providers, etc. as needed.

• Utilize resources to troubleshoot and resolve member issues.

• Communicate effectively and professionally with members, teammates, healthcare professionals and leadership team.

• Consistently meet and exceed required Key Performance Indicators (KPIs).

• Perform other duties as required.

Education & Experience

• High School Diploma or equivalent required.

• 1 to 2 years of customer service experience required.

• Call center experience not required, however is preferred.

Knowledge, Skills & Abilities

• Excellent written and verbal communication skills.

• Proficient with MS Office, MS Teams and the ability to navigate multiple computer platforms.

• Ability to quickly learn new products and services.

• Strong customer service skills with the ability to resolve member concerns.

• Demonstrate soft skills (active listening, empathy, verbal communication, problem - solving, adaptability, patience, etc.) to enhance member experience.

Additional Requirements

• Must be available to work any shift within the business hours of operation:

• Currently hours of operation is Monday to Friday 8:00am to 6:00pm and Saturday 9:00am to 1:00pm central time.

• Prolonged periods sitting at a desk and working on a computer.

• Applicant must have an area in his/her residence that can be established as a remote workspace that will be private and conducive to successfully performing the job functions of the position.
• Applicant must have, or be able to arrange prior to his/her start date, dependent and/or adult care during working hours.

• Applicant must have, or obtain access to prior to his/her start date, access to high speed internet.

Job Types: Full-time, Contract

Benefits:

• Health insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekend availability

Education:

• High school or equivalent (Required)

Experience:

• Member Services: 3 years (Required)

Work Location: One location

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