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Client Service Representative II in Concord, CA at CIOX Health

Date Posted: 11/10/2018

Job Snapshot

Job Description

This position will accept incoming calls Acquire and maintain knowledge of business functions, state statutes, and HIPAA requirements in order to maintain and improve customer satisfaction levels through courteous, timely resolution to client issues Provide leadership for and guidance for team members.


Essential Duties and Responsibilities:

• Uphold and maintain CIOX Health’s standard of quality and excellence in the Customer Services Department.
• Respond to customer inquires with a professional positive attitude as quickly as possible.
• Maintain departmental standard of answering and resolving a minimum of 115 inbound customer service calls per day.
• Identify and report errors and quality deficiencies.
• Escalate Members’ service issues for immediate attention.
• Resolve customer issues and complaints to ensure customer goodwill.
• Identify problem areas and work on strategies that will improve the Customer Services Department.
• Work with management to attain departmental goals.
• Work as a team with other customer service representatives to ensure optimum customer satisfaction.
• Back up to train new hires, maintain and update training materials.
• Back up for voice mail and email support and process faxes.
• Back up to provide 1st level escalation for CS team members.
• Back up for Quick View and all electronic products.
• Communicate with management regarding creative concepts and objectives, which may benefit the company.
• Perform other tasks and duties as necessary to assist management team, enhance the position of the company, and improve overall quality of the company.


• 2 years experience in a high call volume (exceeds 100 calls daily) call center environment
• 1 year in a senior or lead role
• Good experience with Microsoft Office Suite or similar tools
• Experience in billing, medical or insurance fields.
• Candidate must be very organized and be capable and willing to multi-task.
• Strong verbal, written and interpersonal communication skills.
• Ability to work with others and be extremely team oriented.
• Ability to sustain continuous pressure, withstand conflicting requirements.
• Strong time management skills.
• Detail oriented with excellent problem solving skills, imagination and patience.