The Customer Care Representative (CCR) is an important first-line of contact with our customers, setting the tone for how our company and services are experienced. They provide participants with the right information at the right time to help them make better decisions about their health and health care. The fast-paced deadline-driven position requires attention to detail and the ability to multi-task. The CCR promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company. The CCR professionally handles a high volume of complex inbound calls and may also include correspondence to include emails, faxes or written letters. They ensure questions and issues are resolved both promptly and accurately and in a manner that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way. A CCR must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to Care’s achievement of service level goals. CCR’s work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.
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