Senior Call Center Associate

Job Summary

Resolving complex customer inquiries, the full-time Senior Call Center Associate will provide exceptional service, coach junior staff, and manage escalated issues in a remote environment.

Key responsibilities:

• Receive and resolve escalated customer inquiries, documenting actions taken in accordance with quality guidelines
• Follow up on high-priority issues to ensure timely resolution and serve as a liaison for internal and external contacts
• Monitor team call volume and report key customer service issues to management while maintaining quality service standards

Required qualifications:

• High School Diploma/GED required
• 18 months+ call center/customer service experience required
• Health insurance industry experience required
• Knowledge of medical terminology and medical billing coding required
• Familiarity with multiple claims systems preferred