Customer Service Advocate, Internet Support, Clinical

Customer Service San Diego, California


Description

American Specialty Health, Inc. is seeking a Customer Service Advocate to join our Clinical Internet Support team in our Customer Service department. This position will provide customer service to customers and/or clients nationwide responding to their inquiries and providing information regarding all aspects of their association with ASH.

You are invited to learn more about American Specialty Healths events on our events page.

Responsibilities

  • Performs necessary research and responds to inquiries from practitioners, members, employer groups and health plans through the web based proprietary ASH system. 
  • Responds to all customers in a professional and courteous manner.
  • Ascertains the nature of the inquiry requiring research, and records pertinent information in the communication log.
  • Researches inquiries utilizing patient files, printed reference material or other related sources. Refers difficult issues to Supervisor for appropriate answers.
  • Interfaces with personnel in other departments to resolve issues.
  • Conducts necessary follow-up to resolve a minimum of 75 daily issues including Patient Rosters, while maintaining an acceptable turnaround time on issue resolution.
  • Prepares written correspondence as needed.
  • Interfaces with practitioners and staff to promote use of practitioner internet website.
  • Makes calls to practitioners' offices, meeting minimum required outbound call requirements as specified by management.
  • Records contacts via phone/fax/email into the contact management database.
  • Participates in promotional campaigns as specified by management.
  • Submits daily/weekly/monthly activity reports to Supervisor as requested.
  • Provides support to Customer Service department and Resolution Support team as needed.
  • Attends weekly staff and other meetings to discuss issues and foster teamwork among department personnel. Participates in formal/informal trainings as directed.

Qualifications

  • High School diploma required.
  • Minimum 3 months as an ASH Customer Service Associate in Customer Service. 
  • Computer proficiency in word processing, spreadsheet applications and data entry.
  • Must have demonstrated a thorough understanding of ASH policies and procedures.
  • Thorough knowledge of all software programs utilized by Customer Service Representatives.
  • Knowledge of Microsoft (Word/Excel/Outlook) required.
  • Strong written and verbal communication skills.
  • Must have demonstrated a thorough understanding of ASH policies and procedures.
  • Thorough knowledge of all software programs utilized by Customer Service Representatives.
  • Thorough understanding of processes and procedures.
  • Must meet or exceed all CSA job accountabilities.


Requirements:-

Core Competencies

  • Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
  • Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
  • Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
  • Ability to effectively organize, prioritize, multi-task and manage time.
  • Demonstrated accuracy and productivity in a changing environment with constant interruptions.
  • Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.
  • Ability to exercise strict confidentiality in all matters.

Mobility

Primarily sedentary, able to sit for long periods of time. 

Physical Requirements

Ability to speak, see and hear other personnel and/or objects.  Ability to communicate both in verbal and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard.  Ability to lift up to 10 lbs.

Environmental Conditions

Usual office setting.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law. 

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Companys legal duty to furnish information.