Department: Contact Center - Geisinger Health Plan
Work Type: Full Time
The Customer Care Associate is the main point of contact a customer makes with the health plan. They will provide exceptional customer service to customers by answering questions and/or resolving concerns through appropriate education, information, and follow-up. Must ensure customer satisfaction and a positive experience. The Customer Care Associate will be a subject matter expert in one or more of the health plan lines of business.
Must be capable of maintaining customer confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA/HITECH guidelines.
Actively participates in cross training, improving processes within the Customer Care Team. Responsible for attaining and maintaining key performance measures established for the Customer Care Team.
Competencies and Skills:
Demonstrates excellent communication, problem solving, and customer-service skills within a team atmosphere.
Demonstrates excellent organizational, analytical and time management skills.
Demonstrates ability to multi-task.and function under pressure to ensure Health Plan goals are met.
Demonstrates competence in written, oral and electronic communication skills (interpersonal/communication and technological effectiveness competencies).
Demonstrates the ability to be flexible to change.
Demonstrates the ability to be a team player.
Strong keyboarding skills.
Demonstrates competence in maintaining department standards in a fast-paced office environment.
Demonstrates ability to be detail oriented.
The specific statements shown in each section of this description are not intended to be all-inclusive. They represent typical elements considered necessary to successfully perform the job.
Required Experience: Minimum one-year customer service, hospital or insurance experience, including patient or public contact, required.
Required Education: High School Diploma/GED
Working Conditions and Physical Demands:
Work is typically performed in an office environment.
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.
GEISINGER HEALTH PLAN (GHP) is the health insurance component of Geisinger and serves over 460,000 members in Pennsylvania and West Virginia. Begun in 1985, GHP provides high quality, affordable health-care benefits for businesses of all sizes, individuals and families, and Medicare beneficiaries.
About Geisinger: Geisinger is a physician-led health system comprised of approximately 30,000 employees, including nearly 1,600 employed physicians, 13 hospital campuses, two research centers, and a 583,000-member health plan Geisinger is nationally recognized for innovative practices and quality care. Geisinger serves more than 3 million people in central, south-central and northeast Pennsylvania and also in southern New Jersey with the addition of National Malcolm Baldridge Award recipient AtlantiCare, A member of Geisinger. In 2017, the Geisinger Commonwealth School of Medicine became the newest member of the Geisinger Family.
At Geisinger, our innovative ideas are inspired by the communities we serve – like our Fresh Food
Farmacy, a program that delivers life-saving healthy alternatives to patients with diabetes. With additional tools like our MyCode Community Health Initiative, one of the first health system genome sequencing
programs, and our new asthma app suite that we developed in partnership with AstraZeneca, it’s no wonder we’re ranked one of the Top 5 Most Innovative Healthcare Systems by Becker's Hospital Review. We continually work towards continuous improvement in a culture where everyone has a voice and firmly believe that better begins with all of us.
Founded more than 100 years ago, Geisinger serves more than three million residents throughout central, south-central and northeastern Pennsylvania and southern New Jersey. Our physician-led system is comprised of 30,000 employees, including 1,600 employed physicians, and consists of 13 hospital campuses, the Geisinger Health Plan, Geisinger Commonwealth School of Medicine and two research centers.
What you do at Geisinger shapes the future of health and improves lives – for our patients, communities, and you.