Associate II - Healthcare Helpdesk

Role Description Key Responsibilities • Respond to customer inquiries via telephone and written correspondence, providing accurate and comprehensive information about insurance benefits, claims, and provider contracts • Analyze customer issues and deliver effective solutions promptly and professionally • Retrieve and document customer information, activities, and changes accurately within the database • Maintain detailed documentation of inquiry outcomes to ensure proper tracking and analysis • Build and sustain positive relationships with customers while collaborating with internal teams to handle requests efficiently and in a timely manner • Research and analyze data to address operational challenges and resolve customer service issues • Manage follow-up communications via calls or emails to ensure customer satisfaction and issue resolution • Adapt to non-standard practices and procedures using automated systems while maintaining high levels of accuracy and compliance • Understand and respond effectively to the needs and expectations of both internal and external customers Key Qualifications Education • High school diploma or equivalent is required Experience • Minimum of 1 year of experience in an automated customer service environment Skills • Strong oral, written, and interpersonal communication abilities • Excellent problem-solving and analytical skills • Proficiency in using computer systems and databases for data entry and retrieval • Ability to manage multiple tasks and prioritize effectively in a fast-paced environment • Customer-focused mindset with a commitment to delivering exceptional service • Strong facilitation skills and the ability to coordinate with multiple teams • Amenable to work nightshift and onsite (McKinley) Skills Healthcare Helpdesk, Call Center, Customer Service