Member Services Representative, Sr. addresses more complex health plan or HMO member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care. Responsible for receiving, responding to, and directing member phone calls and written requests. Being a Member Services Representative, Sr. provides available information upon request and researches or escalates issues as appropriate. Maintains confidentiality per HIPAA guidelines. Additionally, Member Services Representative, Sr. requires a high school diploma or equivalent. Typically reports to a supervisor or manager. The Member Services Representative, Sr. works independently within established procedures associated with the specific job function. Has gained proficiency in multiple competencies relevant to the job. To be a Member Services Representative, Sr. typically requires 3-5 years of related experience. (Copyright 2024 Salary.com)
POSITION SUMMARY:
The Customer Services Representative (CSR) always presents a positive image to Florida Health Care Plans members. This position requires proficiency in answering calls, responding to emails, online chat, and in person support for FHCP members related to inquiries, complaints, grievances, & appeals. Must be accurate and efficient in researching benefits and assisting members in understanding their plan. The CSR must be timely and proficient in documenting all communication with members.
QUALIFICATIONS:
Education, Skills, and Experience: