Affiliated Computer Services, Inc. (ACS) is expertise in action. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
Using a computerized system, responds to customer inquiries in a call center environment. May perform one or more of the following:
Customer Service Representative (CSR) assigned to a healthcare services call center will respond to inquires of those enrolled in the TennCare program. The CSR's will utilize a variety of resources to provide the correct information to answer the enrollee's inquiries. The CSR's priority is to give accurate answers in a concise and polite manner.
Major Position responsibilities: Answer calls received from enrollees, respond to and document all calls with accurate and timely information, log all calls into CRM call center tool and assist in other duties as assigned
* Responds to telephone inquiries and complaints using standard scripts and procedures.
* Gathers information, researches/resolves inquiries and logs customer calls. Communicates appropriate options for resolution in a timely manner.
* Informs customers about services available and assesses customer needs.
* Provides functional guidance, training and assistance to lower level staff.
* Provides assistance, training and troubleshooting support to lower level staff.
* Schedules work to ensures accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.
* Prepares standard reports to track workload, response time and quality of input.
* Assists in planning and implementing department goals and makes recommendations to management to improve efficiency and effectiveness.
* All other duties as assigned.
Minimum Qualifications:
* 1-2 years experience in customer serivce, public relations, education or a related call center environment,
* Prompt and dependable (excellent attendance)
* Proficient typing skills and knowledgeable of Medicaid.
* Excellent written and verbal communication skills, Good organizational skills, PC experience.
* Excellent attention to detail.
* High school diploma or equivalency. Preferred: AA/BS/BA degree, health insurance or Medicaid claims procession
* Bilingual skills a plus!!
ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling 866-419-2226 or by sending an e-mail to accommodations@acs-inc.com.
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