Customer Service Representative

Job ID 2020-2474

Client Services Indianapolis, Indiana


Description

WebMD’s Health Services business enables employers and health plans to provide their employees and plan members with access to personalized health and benefit information, decision support technology that helps them make informed benefit, provider and treatment choices and provides telephonic health coaching services.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

Position Description:

WebMD Customer Service Representatives serve our customers via telephone and email. They thoroughly and efficiently gather participant information, access and address concerns and issues, educate the participant where applicable to prevent the need for future contacts and document interactions.  WebMD CSRs do all of this in a timely, professional and of service manner. 

General responsibilities include:

  1. Provide excellent customer service and one call issue resolution
  2. Handle incoming phone calls and assigned email requests along with escalated items
  3. Assist participants with registration and log in issues
  4. Assist participants with navigation on the WebMD site for their specific program
  5. Assist participants with overall questions concerning the applications available to them on the private portal
  6. Work with Account Management on escalated issues of a non-routine nature
  7. Assist members complete the WebMD Health Survey over the phone
  8. Perform other, varied job-related duties as assigned 

Qualifications, skills and experience:

  • High School Diploma or GED
  • Demonstrated customer service and issue resolution skills
  • Strong detail orientation and listening skills
  • Proficiency in the utilization of computer software applications, including MS Word and MS Excel
  • Effectively communicate both verbally and in writing
  • Pleasant telephone voice, tone and manner
  • Willingness to work a flexible schedule and overtime when needed
  • Successful completion of a background check and drug screen is required

Preferred:

  • Bachelor’s degree in a health related field
  • 3-5 years of experience in a technical call center environment

As a member of WebMD Health Services, you may have access to confidential information that will require you to follow additional protocols to ensure the security of our data. As a core requirement, you must implement and act in accordance with the organization’s information security policies; protect assets from unauthorized access, disclosure, modification, destruction or interference; execute security processes or activities; and report security events or potential events or other security risks to the appropriate parties within the organization.