Eligibility Screening Services Representative - Onsite
Role Overview
The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience.
This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat.
The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.
This is not a remote position.
This position has a full-time 100% onsite work schedule.
Essential Functions
• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.
• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.
• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.
• Provides triage support for common issues related to platforms, applications, and back-office processes.
• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.
• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.
• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.
• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.
• Performs other duties as assigned.
• Maintains regular and reliable attendance.
• Complies with all policies and standards.
Full Job Posting
Qualifications
- H.S. Diploma or GED required
- Associate Degree or some college coursework in a related field preferred
- 1-2 years of customer service experience required, preferably in a call center or help desk environment required
- Familiarity with CRM software and customer service tools preferred
- Knowledge, Skills and Abilities
- Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.
- Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.
- Excellent problem-solving and critical-thinking abilities.
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
- Detail-oriented with a strong focus on accuracy and quality.
- Demonstrated ability to work independently and as part of a team.
- Strong interpersonal skills and the ability to build rapport with customers and colleagues.
About Community Health Systems
Operator of general acute care hospitals and outpatient facilities.
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