Customer Service Representative – 100% Remote Michigan | Continuum Global Solutions

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<p>At Continuum Global Solutions, our vision is to be the leader in customer experience by connecting the right people with innovative solutions to deliver outstanding results. We will empower and support our employees to reach unimaginable heights while growing our business to make a global impact. Our can-do culture works together to make the ordinary exceptional.</p> <p>Are you an exceptional listener who <em>AIMS HIGHER.REACHES FARTHER</em> when it comes to challenges and solving problems? Can you <em>ACT BOLD.BE PASSIONATE</em> with your impressive communication skills, empathy, and care for each person you speak with? Can you <em>BE ONE.HELP MANY</em> in a way that provides a positive experience? Do you want to <em>BE DIFFERENT.BE YOU</em> and <em>LEARN MORE.TAKE ACTION?</em></p> <h3>JOIN OUR TEAM TODAY!</h3> <p>We are hiring <b><u>Customer Service – Healthcare Specialist</u></b> who will support US based customer’s healthcare benefits questions and concerns regarding their claims, deductibles, coverage and more. You do not need a background in healthcare or insurance, just a passion for learning and a desire to understand concerns, provide solutions, and make an impact on the lives of others.</p> <h3><u>RESPONSIBILITIES:</u></h3> <ul type="disc"> <li>Answer inbound calls from US customers and address questions & concerns regarding their healthcare benefits.</li> <li>Handle incoming or outgoing phone calls to patients, clients and other customers while proactively gaining patient and order information.</li> <li>Work closely with patients and conduct conversations on therapy changes on targeted medications</li> <li>Knowledge in insurance, health care, requirements for dispensing, processing of referrals and providing customer education and routine assessment and problem identification.</li> <li>Must understand HIPAA compliance, as well as ensuring that patients remain adherent and compliant to their specific therapies.</li> <li>Must be able to communicate between levels of professionals with engagement with Doctors offices and Pharmacist</li> <li>Ensure timely and accurate billing for unbilled claims and ensure account payment for outstanding balance while demonstrating excellent customer service to patients</li> <li>Resolve insurance problems and patient issues that may have resulted from incorrect or incomplete information, therapy changes and pharmacy or shipping errors</li> <li>Maintain supporting chronological notes that details actions taken to resolve outstanding unbilled claims</li> <li>6+ months of experience in high volume call center, 1+ years of “high level” empathetic customer service experience</li> <li>Educate customers on online self-service for updates and help troubleshoot these self-services.</li> <li>Empathize and resolve concerns to simplify the customer’s healthcare experience.</li> <li>Navigate through multiple computer applications with speed & accuracy.</li> <li>Adapt to learn new call types when business needs change & flex support in those areas.</li> </ul> <h3><u>WORK AT HOME REQUIREMENTS:</u></h3> <ul type="disc"> <li>High-speed internet with at least 25 mbps download speed (No Satellite, Wi-Fi, or Cellular/Wireless carrier hotspot or internet services)</li> <li>Must have a <b><u>hard-wired </u></b>internet connection via ethernet cable to modem/router that you own/are responsible for. (Continuum will ship you company equipment such as the PC, mouse, keyboard, etc. to use on your network)</li> <li>Dedicated, quiet, & secured workspace with no distractions</li> <li>A <b><u>USB Wired</u></b> headset with noise canceling microphone.</li> </ul> <h3><u>ADDITIONAL REQUIREMENTS:</u></h3> <ul type="disc"> <li>18+ years old & high school diploma/GED</li> <li>Entry-level position with a minimum of 6 months customer service experience</li> <li>Customer focused personality & desire to help people.</li> <li>Professional positive attitude & courteous telephone etiquette</li> <li>Full-Time schedule availability to meet business needs (Includes evenings and weekends)</li> <li>Willing to submit a drug test and background check.</li> </ul> <h3><u>BENEFITS & PERKS:</u></h3> <ul type="disc"> <li>$14-$15 per hour + overtime during peak needs</li> <li>Benefits Eligible After 60 Days</li> <li>Access Up To 50% Of Your Pay Immediately After Your Shift</li> <li>Health Insurance (Medical, Dental, Vision) & Other Benefits</li> <li>Pet Insurance</li> <li>Paid, Virtual Training</li> <li>Remote Work Environment</li> <li>Opportunity for Professional Development</li> </ul> <p>Employees with six (6) months of service in their current position are eligible to apply for a new position for which they are qualified based on requisite skills, education, experience and current job performance. Employees with less than six (6) months of service may change positions before the six (6) month period if both the employee’s current manager and the manager of the open position agree and a transition date is agreed upon. New hire training time is not applied towards the six (6) months service requirement. Additionally, if an employee is currently on any type of performance improvement review, the employee will be considered ineligible for an open position.</p> <p>Continuum Global Solutions partners with top companies around the world to deliver customer care services through its global network of contact centers. Our global Fortune 500 clients rely on our vast expertise in customer care management to improve their customers’ experience. Continuum customer care and call center solutions leverage world-class voice, chat, email and social technologies. More than 11,000 employees serve top-tier clients across multiple industry verticals. Additional information on Continuum and our services can be found on our website.</p> <p>Continuum is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, sex, marital status, sexual orientation, disability, military/veteran status, citizenship status, genetic information, or any other characteristic protected by applicable federal, state, or local laws. Applicants have rights under Federal Employment Laws <a href="https://elpmc-prod.s3.us-east-2.amazonaws.com/posters/federal/FederalEnglish.pdf" target="_blank" rel="noopener nofollow">Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA)</a>.</p> <p>Continuum recruiting correspondence will always come from a talent acquisition representative with an official <b>@continuumgbl</b> e-mail address. In addition, our representatives will never ask for any form of payment from a candidate or new hire. Please report suspicious activity to <a href="mailto:Corporate.Security@continuumgbl.com"><b>Corporate.Security@continuumgbl.com</b></a>.</p>

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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