Job Details

Customer Service Representative

MPF Federal is seeking a Customer Service Representative to work remotely with strong customer service experience; must be computer savvy - able to maneuver between multiple windows, and application systems simultaneously, ability to create, copy, edit, save, and send documents utilizing Microsoft Word, Microsoft Excel, and Microsoft Outlook; High-Speed Internet / direct connection to a modem and distraction-free area to work / professional background a must.

Compensation starting at $15.00 per hour - Depends on a variety of factors and SCA determination.

Responsibilities include but are not limited to:

• Provides excellent customer care to our veterans and providers
• Answer incoming phone calls from customers and identify the type of assistance the customer needs. Requires some veteran and provider outreach as needed.
• Ask appropriate questions and listen actively to identify specific questions or issues while documenting required information in computer systems
• Assist customers in navigating CCN websites while encouraging and reassuring them to become self-sufficient in using our tools
• Respond to questions from in-network providers to verify veteran benefits.
• Ensure patient confidentiality with the handling of all patient health information and records
• Research complex issues across multiple databases. It requires fluency in computer navigation and toggling while confidently and compassionately engaging in dialogue with the caller.
• Communicate all issues with leader
• Respond to or refer incoming calls in a prompt, pleasant, and professional manner
• Remain in the call queue at all times unless permission to leave is approved
• Process requests in a timely fashion
• Work effectively in a structured, production environment
• Adhere to daily schedules and assignments
• Policy/process identification and improvement
• Ongoing quality improvement for veteran and provider interactions
• Maintain strict member and company confidentiality
• Perform other related duties as assigned