HCSS Benefits Customer Service Representative (Human Resources)

　　Galveston, Texas, United States

　　New Hot

　　Clerical & Administrative Support

　　HealthCare System Staffing

　　Requisition # 2400248

　　JOB DESCRIPTION

　　Provide quality and expedient customer service in regard to Benefits programs for employees, retirees and covered dependents. Represents the voice of UTMB Benefits. Creates a nurturing, competent and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the callers need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions, and UTMB departments.

　　*This is a temporary position (approx. 3 months), with no benefits.

　　ESSENTIAL JOB FUNCTIONS

　　· Provides high level customer service skills for 24/7, 365 days a year Call Center.

　　· Answers high volume of calls while multi-tasking with available resources to open/closing customer relationship management cases and assist callers with their specific needs.

　　· Promotes positive and professional communication.

　　· Provides a professional and empathetic voice to the callers to nurture their needs.

　　· Analyzes caller concerns and determines best course of action to resolve and address their concern.

　　· Efficiently communicates callers request and determines the best solution.

　　· Escalates employee concerns and issues-utilizing defined processes.

　　· Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications.

　　· Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system.

　　· Assists with Tuition Application and Reimbursement processes.

　　· Any other duties as assigned.

　　· Enforces UTMB regulations and guidelines when utilizing the systems.

　　· Is knowledgeable of the entire institution, contact information, and guidelines.

　　· Understands the benefits administration procedures and educates the caller.

　　· Utilizes critical thinking to determine call priority.

　　· Enhances customer confidence by expediting callers concerns to appropriate individuals.

　　Marginal or Periodic Functions:

　　· Adheres to internal controls and reporting structure.

　　· Performs related duties as required.

　　KNOWLEDGE/SKILLS/ABILITIES

　　· Active listening skills – individual must be able to give full attention to customers, asking appropriate questions and taking time to understand their needs.

　　· Service oriented – individual is expected to be proactive in looking for ways to help customers.

　　· Critical thinking

　　· Problem solving

　　· Time Management

　　EDUCATION & EXPERIENCE

　　Minimum Qualifications:

　　· High School diploma or equivalent with 2 years’ experience in customer service, or

　　· Associate degree in Human Resources or related field

　　WORKING ENVIRONMENT/EQUIPMENT

　　Standard office and patient care environment.

　　Compensation

　　Hiring Range: $18.00