Remote Customer Experience Representative

ComPsych ® Corporation is the world’s trusted leader in mental health and GuidanceResources ® for life . Fueled by a commitment to relentless innovation and a comprehensive approach to care, we provide services to more than 139 million individuals across 200 countries, making us the largest provider of mental health services worldwide. Under our GuidanceResources ® brand, our personalized and fully integrated programs include behavioral health, absence, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

We are looking for a Customer Experience Representative to liaison between ComPsych and our healthcare providers and clients in a call center environment. The successful candidate will be able to accept ownership for effectively resolving customer issues, complaints and inquiries, ensuring complete client satisfaction.

Primary Responsibilities

• Gain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns
• Allow the caller to express their needs, concerns, and questions without interruption
• Listen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral health
• Read, comprehend and explain behavioral health benefits in a clear, concise and professional manner
• Respond to call by providing correct benefit and status information while remaining professional and empathetic at all times. Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party
• Maintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych close
• Document the call efficiently with detail into software database
• Identify and research claim errors and appropriately send written adjustments to the Claims Department
• Establish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsych
• Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environment
• Other duties as assigned
  
  

Job Qualifications

• High School Diploma required
• Bi-lingual Spanish preferred
• Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred
• Knowledge of CPT/ICD-9 preferred
• Stable work history required
• Computer literacy in Microsoft Office Suite required
  
  

Benefits And Perks

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more
• Competitive pay with annual increases
  
  

EEO

ComPsych celebrates diversity and is an equal opportunity employer. All applicants will be considered for employment regardless of race, color, age, genetics, religion, gender, sexual orientation, gender identity, national origin, disability or protected veteran status and any other characteristic protected by federal, state or local laws. ComPsych Corporation maintains a drug free workplace.