**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!
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
+ 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
+ Responsible for following-up, monitoring, and completing
commitments to successful outcomes for customers and client
+ 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
+ May be required to work holidays, evenings, weekends, and
+ Perform other related duties as assigned
+ High School diploma or GED equivalent required
+ Minimum 6 months customer service/Help Desk experience
+ 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
+ Participate in training and receive certification that all
required modules received a passing score
+ Previous professional email correspondence experience strongly
**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
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?
**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
email@example.com . 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 firstname.lastname@example.org 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
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
+ **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.