Senior Customer Support Representative

GENERAL OVERVIEW:  

Provides new and existing customers with the best possible service in relation to billing inquiries, service requests, suggestions and complaints.

Assists the department in meeting quality and production standards.  Responds to members, providers, group administrators and producers in an accurate and timely manner, ensuring acceptable service levels, metrics and/or performance guarantees are achieved.

ESSENTIAL RESPONSIBILITIES: 

• Responds to members, providers, group administrators and producers in an accurate and timely manner.
• Manage multiple production oriented tasks and responsibilities
• Ensures acceptable service levels, metrics and/or performance guarantees are achieved.
• Other duties as assigned or requested.

QUALIFICATIONS:

Minimum

• High School Diploma / GED
• 5-10 years of related, progressive experience

Preferred

• None

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.
Compliance Requirement: This job adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times.  In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. 
Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements.

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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