Representative - Call Center

Position Overview

The primary role of the Customer Care Specialist is to serve as the liaison between Zelis, our members and providers. Individuals who succeed in this role will demonstrate excellent customer service skills, which include strong verbal and written communication skills. This position will be responsible for metrics such as average speed of answer, average hold time and average handle time; all in an effort to best service our callers. The individual will use problem-solving skills to resolve issues with diplomacy and accuracy.

Answer incoming phone calls from healthcare providers, clients and members nationwide and identify the type of assistance the customer needs.

Attempt first call resolution through provider education on both inbound and outbound calls.

Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems

Attempt firs...