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Strategic Staffing Solutions (S3)
Posted: November 15 2016
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HELP DESK/TECH. CALL CENTER
Leading Health Insurer
Location: Woodland Hills, CA or Thousand Oaks, CA
Pay : $16 /hr W2
Contract: 6+ mos
Contact: Send resume to Phu Le at firstname.lastname@example.org
SUMMARY: Responsible for handling first level customer service calls assisting members with registering, logging in, and accessing secure side product content on the health insurer's Website.
MAJOR JOB DUTIES AND RESPONSIBILITIES:
Access basic mainframe membership data (such as name, address, date of birth) to help customers complete initial registration on the HEALTHCARE INSURER WEBSITE
Previously registered customers are given assistance if unable to correctly enter their registered username and/or password for login; associates must authenticate the customer's identity before using an internal administrative application tool to provide usernames and/or temporary passwords.
Helps customer navigate to medical and pharmacy information as well as to third-party websites such as WebMD that are accessed through HEALTHCARE INSURER WEBSITE
Ensures website functionality (accessing claims and benefit information, forms, etc.) is working as designed, and escalates incidents (problems with functionality) to IT second level support using the standard IT incident management application.
Possess fundamental PC support skills (basic knowledge of PC browsers, pop-up blockers and antivirus software, and Internet connectivity) to determine whether or not the problem is within HEALTHCARE INSURER's environment or outside of it, and may provide direction to customers on how to seek resolution for problems outside of HEALTHCARE INSURER environment. For escalated incidents within HEALTHCARE INSURER's environment, associates must serve as the single point of contact for the customer, providing follow up with resolution (typically by email, requiring user-level knowledge of MS Outlook) to customers when IT second level support has provided a resolution using the IT incident management application.
Associates in this position help to achieve department objectives for average speed of answer and abandoned rate goals through high availability, procedural accuracy by adhering to documented knowledgebase details, and efficient call management according to our customer service support model.
Associates assist overall organizational goals for administrative cost containment through high first call resolution rates, minimizing far more costly second level escalations. Finally, for customers calling and seeking assistance from HEALTHCARE INSURER outside of our department's level of support, associates must accurately refer customers to the correct HEALTHCARE INSURER department for assistance.
Requires a High School diploma or GED; 1 to 3 years experience in an automated customer service environment with knowledge of PC browser features and related applications, Internet connectivity, and use of MS Outlook; or any combination of education and experience, which would provide an equivalent background.
Associates degree or higher preferred. Helpdesk experience preferred. CompTIA A+ or Microsoft certification preferred.
Strategic Staffing Solutions (S3) is the 6th largest Diversity Staffing Firm in the US and a global provider of Business and IT Services, including Staff Augmentation, Managed Staffing Programs, and Solutions, with 25 consecutive years of growth. We have industry expertise in Healthcare, Insurance, Financial Services, Energy/Utility and Retail Distribution. S3 has a domestic and international presence in 31 locations across the US and Europe (including the UK, Lithuania, and the Czech Republic). Our highly trained and experienced staff is committed to not only helping you find a job but making sure that the job is the right fit for you!