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Customer Service Agent

Company: Cognosante
Location: Brownsville
Posted on: June 10, 2021

Job Description:

**Security Clearance required:**

Cognosante is on a mission to transform our country's healthcare system. We are a health IT Company who helps public sector organizations do everything from strategic consulting and acquisition support to application development, data integration, data standards, and business process operations. Learn how we are making a difference in people's lives today!

**Job Description**

Customer Service Representatives (CSRs) provide exceptional service while answering in-bound consumer inquiries. Use basic office equipment and technology such as telephones, email, and web-based tools to perform duties. CSRs are trained on multiple systems and use these systems daily. To ensure information provided is accurate and consumers have the best possible experience all calls require the use of scripted responses.

Position is customer service focused. There are **_no sales involved_** .

**Key Responsibilities:**

+ Performing in-bound and outbound customer service support, via phone, email and/or chat

+ Respond to Customer inquiries within the set departmental staffing and time parameters

+ Follow established and documented policies and standard operating procedures, such as completing checklist, escalation request, and documenting account records

+ Demonstrate ownership in all facets of both customer and support group interactions

+ Ability to resolve problems by clarifying issues, researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved issues

+ Provide quality satisfaction and accuracy in both responses and documentation in all customer and client service inquires

+ Achieve service level metrics that includes first call resolution, appointment integrity, response time, response accuracy

+ Responsible for following-up, monitoring, and completing commitments to successful outcomes for customers and client providers

+ Adhere to HIPAA privacy laws

+ Complete and accurately disposition call records for appointment scheduling and capturing of contact information

+ Utilize standard technology such as a telephone, e-mail, calendar scheduling and web browser

+ Navigate within an online tool to the appropriate responses, record capturing, and fulfillment servicing

+ Provide basic general and claims specific information

+ Identify and provide feedback on identified trends and servicing incidents

+ May be required to work holidays, evenings, weekends, and overtime

+ Perform other related duties as assigned

**Required Qualifications:**

+ High School diploma or GED equivalent required

+ Minimum 6 months customer service/Help Desk experience preferred

+ Fluent in English

+ Ability to speak Spanish fluently is a plus

+ Inbound call center experience a plus

+ Must have demonstrated excellent listening, interpersonal and leadership skills and the ability to organize simultaneous tasks

+ Participate in training and receive certification that all required modules received a passing score

+ Previous professional email correspondence experience strongly desired

**Candidates that do not meet the required qualifications will not be considered.**

**Additional Minimum Qualifications:**

+ Must be able to speak, write and read English clearly, professionally, and fluently

+ Must be able to type a minimum of 20 WPM

+ Basic computer knowledge and comfortable navigating a Windows based operating system

+ Friendly, empathetic phone presence

+ Ability to sit and speak for extended periods of time

+ Proven ability to build relationships within a team

+ Must be punctual and committed to assigned schedule

+ Must demonstrate excellent interpersonal skills and the ability to organize simultaneous tasks

We're solving Americans' health and safety challenges with technology, innovation, and purpose.

At Cognosante, we help improve how the nation delivers services to its citizens through innovation and transformation. We're committed to creating positive results with lasting impact, and are always looking for passionate people who share our values to join the Cognosante family.

Cognosante was founded to address a critical gap in the health IT market-the need for a smart, nimble company, unencumbered by legacy systems and unafraid to challenge accepted wisdom. We have been able to extend out impact beyond health and into security and social services. Our continued success is the result of our expertise and insights, combined with our actively fostering a culture that encourages diversity of people and ideas.

Every day, we help government agencies solve difficult problems. We're ensuring health professionals have accurate, secure, and timely health data so Americans get the healthcare they need. We help Federal and State agencies navigate healthcare reform and empower their technology transformations. We're addressing the social determinants of health to remove barriers to healthcare access. And, we're proud to help our military do its job more safely by leveraging stronger IT networks and using cybersecurity and biometrics technologies that replace outdated legacy solutions. We're also helping create more options for Veterans, active duty military personnel, and their families to obtain health services in their communities.

Passion for what we do. Pride in how we do it. At Cognosante we are all VIPS. We create _value_ by being enterprising. We develop _innovative_ ideas and solutions. We _perform_ at our best and deliver results. We _share_ achieved results and recognitions.

Are you ready to make a difference in the lives of millions? Join us.

**Highlighted Benefits for Full-time Employees**

**Medical Dental Vision 401k Flexible Spending Accounts Paid Time Off Work/Life Solutions Pet Insurance**

Cognosante is an equal opportunity employer ( . We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you'd like to view a copy of the company's affirmative action plan or policy statement, please email . Cognosante is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to and let us know the nature of your request and your contact information.

**_T_** **_o all recruitment agencies: Cognosante does not accept unsolicited agency resumes. Please do not forward unsolicited resumes to our requisitions, any Cognosante email address, any Cognosante employee, or to any company location. Cognosante is not responsible for any fees related to unsolicited resumes._**

COVID-19 isn't stopping our hiring process nor our business as (semi) usual. We're still reaching candidates, virtually and we're still working, remotely! Are you a self-starter who likes to work from home and is interested in this position? Apply today!

**Quick tips on virtual hiring success:**

+ **Test your tech** -make sure your internet connection and video conferencing program are both working prior to your interview.

+ **Dress appropriately** -dress for success and ensure your surroundings are tidy.

+ **Be prepared** -do your homework, rehearse your responses to key interview questions, and prepare your own questions.

+ **Be personable** -make eye-contact, smile often, and demonstrate enthusiasm for the role.

+ **Remove distractions** -engage with the interviewer by removing all distractions, including your smartphone.

Keywords: Cognosante, Brownsville , Customer Service Agent, Other , Brownsville, Texas

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