Customer Service Representative

Integra Partners works with hundreds of healthcare providers of durable medical equipment, orthotics and prosthetics to help facilitate the care of thousands of patients per year. To ensure we are operating at the highest professional standard for our network of patients, health plans and providers, we are seeking dynamic individuals to come join our call center as Customer Service Representatives. As the first point of contact for inquiries from our external partners and patients, this role will also be tasked with managing a large volume of important documents that ensure our business runs smoothly. To WOW our customers, you are driven by providing a best-in-class client experience for all parties both internally and externally, you take great pride in operating in a client-facing environment and value working cross-functionally to deliver innovative client and member-focused solutions.Job Responsibilities and DutiesHandle and resolve customer questions and concerns; you'll answer 50-60 calls per day on averageProvide detailed notes and follow-up information in the CRM during each callResearch and respond to inquiries using our internal systems, CRM, and other software programsManage other patient, health plan, or healthcare providers needs and escalate as requiredRoute health plan representatives and providers to appropriate internal resourcesMaintain a 90% or higher quality assurance score on callsWhat will you learn in the first 30 days?In your first 30 days you will learn the function of the call center within the company and go through a comprehensive training programYou will fully understand your job role and responsibilities, and which tools assist you in your position.You will be able to answer basic inquiries and questions, as well as how to escalate inquiries to other representatives and departmentsWhat will you achieve in the first 90 days?You will be able to answer complex questions or know where to get answers or support.You will be contributing your skills and knowledge to meet your department's metrics and goals.You will receive feedback and coaching from our Quality Assurance team to ensure you adhere to company policies and are providing exceptional customer service.You will have regular monthly one-on-one meetings with leaders for mutual feedback and have initiated your personal development plan.Starting Pay: $18.00/hourKnowledge/Skills/AbilitiesAble to prioritize, organize with excellent attention to detail and problem-solving skills.Sound judgement and critical thinkingMust be reliable, highly motivated self-starter, able to multitask and work independently within a fast-paced, team environment.Conduct yourself in a courteous, helpful, and professional mannerAbility to work overtime as requiredMust follow policies regarding attendance and punctualityMaintain a climate of teamwork and collaborative problem solvingAdd value and positive contributions towards the company and department cultureRequired ExperienceAt least 1-year previous experience in a customer service rolePrevious call center and/or healthcare experience preferredAbility to type at least 40 words per minute (WPM)Proficiency using a Microsoft Windows operating systemProficiency using Microsoft Outlook, Word, internet browsers, and web-based applicationsProficient verbal and written English communication skillsDetail-oriented and accurate in your workAbility to conduct yourself in a courteous, helpful, and professional mannerActive listening skillsAbility to work assigned schedules and follow policies regarding attendance and punctualityHigh-speed home internet connectionA private workspace within the home free from distractionsAbility to handle confidential and protected health information in accordance with company policies and proceduresBenefits OfferedCompetitive compensation and annual bonus program401(k) retirement program with company matchCompany-paid life insuranceCompany-paid short term disability coverage (location restrictions may apply)Medical, Vision, and Dental benefitsPaid Time Off (PTO)Paid Parental LeaveSick TimePaid company holidays and floating holidaysQuarterly company-sponsored eventsHealth and wellness programsCareer development opportunitiesRemote OpportunitiesWe are actively seeking new colleagues in: Arizona, Colorado, Connecticut, Florida, Georgia, Idaho, Illinois, Kentucky, Massachusetts, Michigan, North Carolina, Nevada, New Jersey, New York, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, and Washington.Our StoryFounded in 2005, Integra Partners is a leading national durable medical equipment, prosthetic, and orthotic supplies (DMEPOS) network administrator. Our mission is to improve the quality of life for the communities we serve by reimagining access to in-home healthcare. We connect Payers, Providers, and Members through innovative technology and streamlined workflows affording Members access to top local Providers and culturally competent care. By focusing on transparency, accountability, and adaptability, we help deliver better health outcomes and more efficient management of complex healthcare benefits. Integra Partners is a wholly owned subsidiary of Point32Health.With a location in Michigan plus a remote workforce across the United States, Integra has a culture focused on collaboration, teamwork, and our values: One Team, Drive Results, Push the Boundaries, Value Others, and Build Community. We're looking for energetic, talented, and dedicated individuals to join our team. See what opportunities we have available; there may be a role for you to engage in a challenging yet rewarding career in healthcare. We look forward to learning more about you.Integra Partners is an equal opportunity employer. We are committed to providing reasonable accommodations and will work with you to meet your needs. If you are a person with a disability and require assistance during the application process, please don't hesitate to reach out. We celebrate our inclusive work environment and welcome members of all backgrounds and perspectives.