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Join our Team and Support our Mission!

 


Pearl Interactive Network, Inc. is a fast growing, multi-channel contact center solutions company. In addition to performing a social mission of creating jobs for veterans, disabled veterans, people with disabilities, military spouses and people living in geographically challenged areas, we provide exceptional service to all job-seekers.  We believe that it is our duty to be an asset to our customers, to each other and to the community. We are honored that you have decided to pursue an employment opportunities with us.

As an equal employment opportunity employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.

Know Your Rights: EEO, FMLA, EPPA

Customer Support Representative

Location: Phoenix, AZ

The Customer Support Representative is responsible for providing outstanding customer support experience, related to Veteran care through a fast-paced contact center. The CSR accurately evaluates caller requests, answers caller inquiries, and processes requests while focusing on first call resolution and/or appropriate call escalation protocols. Responds to inbound calls and chat messages regarding authorizations for medical and behavioral health care, provider status and availability, or claims payment and status. The CSR may be responsible for making outbound follow-up calls to schedule appointments based on Veteran requests. Resolving administrative eligibility discrepancies through account research and review. 

What we have for you! 

Join #TeamPearl and embrace our winning Pearl Culture which promotes our employee's desires and efforts to serve our consumers, coworkers, clients, and community by exhibiting our Pearl values of customer satisfaction, teamwork, and family atmosphere, quality, respect, transparency, and innovation. 

Pearl offers Competitive Compensation and Benefits to include:  

  • $14.91 per hour + an additional $4.22 Health and Wellness Dollars toward benefits! 
  • Medical 
  • Dental 
  • Vision 
  • Life insurance 
  • Paid time off 
  • Paid holidays 
  • 401K and additional ancillary benefits are also available 
  • Outstanding Bonus Potential of up to $1,000!* Ask Recruiter for Details 

Operating Hours:  Mon. - Fri. Shifts available between 8 AM - 10 PM, MST

Site Location: Phoenix, AZ 85053

Job Duties: 

  • Manage multiple tasks lists in accordance with directed timelines. Meets call volume, chat volume, schedule adherence, quality, Veteran appointment, and other production standards. 
  • Initiate and receives phone calls, chat messages, and emails from medical center staff, and providers to answer claims, eligibility, benefit, and program questions. In select markets, facilitates appointment scheduling of Veterans through outbound solicitation to providers. Records preferences, track Veteran questions thoroughly in the Customer Relationship Management systems and portals. 
  • Consistently displays professional and courteous service skills to internal and external customers. 
  • Accurately resolves client-provider inquiries with a focus on first-call resolution. 
  • Protects the privacy of health information of patients when using or disclosing Protected Health Information (PHI). 
  • Take appropriate measures to comply with HIPAA regulations to protect the privacy of customers' health information. 
  • Document all communications involving Veteran and provider contacts. Uses critical thinking in problem-solving and follows established processes to assure quality program compliance. 
  • Consistently meets department productivity and performance metrics to include regular and consistent attendance. 
  • Participates in cross-training, employee development, and flexible assignments to ensure business needs are met. 
  • Performs other related tasks as assigned. 

Requirements: 

  • Minimum High School Diploma or GED required. 
  • One year experience in a customer service role with performance metrics (claims, billing, and veteran relation services preferred)? 
  • Effective communicator with a strong ability to provide empathy and excellent customer experience 
  • Clinical knowledge of and experience in medical, public health, and/or CDC related topics, a plus 
  • Strong data entry and telephone skills, proficient internet search skills 
  • Healthcare industry experience to include knowledge of health service 
  • Contact center experience to include call center chat messaging 
  • Military experience focusing on service delivery 
  • Experience using Microsoft Office products and the Internet 
  • Excellent organizational, interpersonal, written, and verbal communication skills 
  • Problem-solving and customer service skills 
  • Ability to perform comfortably in a fast-paced work environment 
  • Successfully execute many complex tasks simultaneously 

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties and responsibilities. Pearl management reserves the right to amend and change responsibilities to meet business and organizational needs as necessary. 

Background Investigation, Drug Screen and Skills Assessments Required 

Skills/Qualifications/Keywords: Action Oriented/Tenacity, Dealing with Ambiguity, Compassion, Customer Focus, Ethics and Values, Functional and Technical Skills, Informing, Integrity and Trust, Listening, Priority Setting, Problem Solving, MS Outlook, and Office Skills, Leadership Team, People Skills, Diversity, Professionalism, Organization, Team Oriented, Learning, Flexibility, Effective Communication. 

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