Customer Service Representative

We're excited about the potential people bring to our organization. You can grow your career here while enjoying first-class perks, benefits and commitment to diversity and inclusion.

This is a great opportunity to join Independent Health and our family of companies! We are hiring full-time customer service representatives to start on February 10, 2025.

Training: Approximately 10 weeks of on-site paid training Monday-Friday, 8am - 4:30pm (250 Essjay Rd, Williamsville, NY) .

Schedule: Associates will be assigned a regular shift between the hours of 8am and 8pm (shift preference discussed after the conclusion of training). It will be necessary, given business needs, to work occasional overtime which may include holidays and weekends.

Pay rate: $19/hr.

Benefits: As a full-time associate, you are eligible to receive benefits; Medical, Dental, Vision, 401K, and paid time off (PTO), including company paid holidays.

The Customer Service Representative position offers an opportunity to begin a career at Independent Health. All new employees who successfully complete training will be eligible to work a hybrid schedule - from home and from the office depending on business needs.

There is proven career growth showing that over 60% of CSRs are promoted to other roles within the department and our family of companies.

The Customer Service Representative (CSR) is responsible for displaying confidence, passion for service, and practicing empathetic listening while connecting to Independent Health members. The CSR actively listens, assesses needs and utilizes system tools and resources to address and resolve inquiries. In addition, the CSR makes appropriate process or regulatory determinations and follows escalation procedures when deemed appropriate. The CSR is called on to research complex issues pertaining to benefits, claims, plans, and eligibility across multiple databases which requires fluency in computer navigation and toggling while confidently and compassionately engaging with the member.

• High School Diploma or GED required.
• Prior experience and success working in a customer service focused environment required.
• Experience navigating multiple systems while interacting with a caller required. Previous experience working in a call center preferred.
• Knowledge of CPT codes, ICD-9 coding, and medical terminology preferred.
• Excellent written/verbal communication skills. Ability to communicate with internal and external customers effectively and efficiently. Must be able to work collaboratively.
• Ability to think critically and listen with intent to understand.
• Proficient in problem solving and proven ability to prioritize accordingly.
• PC and Windows experience with proficient typing skills.
• Strong organizational/time management skills.
• Ability to assume responsibility and maintain confidentiality. Strong sense of accountability is required.
• Flexibility to work additional hours as required by department. Flexibility in shift assignment required. Must have availability to work a shift between 8:00 a.m. and 8:00 p.m. during normal business hours. Weekend shifts may occasionally be required during open enrollment season.
• Ability and willingness to meet with customers face to face at alternate locations when business needs require.
• Proven examples of displaying the IH values: Passionate, Caring, Respectful, Trustworthy, Collaborative and Accountable.

Service Customers

• Provide excellent customer service when responding to customers and de-escalate customers as needed.
• Relay accurate and up-to-date information on policies and procedures and communicate a successful resolution to inquiries.
• Document all calls accurately and timely.
• Escalate determination issues to the appropriate resources.
• Meet or exceed all quality, productivity, accuracy, and call identification goals as stated in the most current departmental policy.

Maintain Core Knowledge

• Maintain technical knowledge regarding Independent Health's contracts and benefits and working knowledge of policies, procedures, and updates daily.
• Attend required training sessions as needed.
• Provide accurate and up-to-date information to all customers by documenting all pertinent information into appropriate systems to meet regulatory agency standards.

Technology Requirements

• Utilize multiple systems and tools to obtain needed information related, but not limited to:
  • Claims.
  • Enrollment.
  • Authorizations.
  • Finance.
  • Accounts Receivable.
  • Reference Screens.
  • Providers.

• Ability to determine claim status and whether claim is adjudicated properly. Must have knowledge and ability to make claim adjustments using established criteria.

Immigration or work visa sponsorship will not be provided for this position

Hiring Compensation Range: $19 hourly

Compensation may vary based on factors including but not limited to skills, education, location and experience.

In addition to base compensation, associates may be eligible for a scorecard incentive, full range of benefits and generous paid time off. The base salary range is subject to change and may be modified in the future.

As an Equal Opportunity / Affirmative Action Employer, Independent Health and its affiliates will not discriminate in its employment practices due to an applicant's race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), sexual orientation, gender identity or expression, transgender status, age, national origin, marital status, citizenship and immigration status, physical and mental disability, criminal record, genetic information, predisposition or carrier status, status with respect to receiving public assistance, domestic violence victim status, a disabled, special, recently separated, active duty wartime, campaign badge, Armed Forces service medal veteran, or any other characteristics protected under applicable law. Click here for additional EEO/AAP or Reasonable Accommodation information.

Current Associates must apply internally via the Job Hub app.