Call Center Representative

GENERAL FUNCTION: Provide exceptional customer service and support to EyeMed Members, Providers (DONL’s and panel participants) and Store Divisions (Lenscrafters; Pearle; etc.)

MAJOR DUTIES AND RESPONSIBILITIES

• Provide member service support, over the phone, in a timely, consistent and courteous manner to EyeMed members and providers
• Assist EyeMed members by answering benefit questions, eligibility, web registration, authorizations, provider location inquiries, and claims details
• Interface with providers to verify member eligibility and authorize services
• Review claims details, research payment issues, investigate provider network details
• Use system tools as appropriate to escalate issues between the various functional areas within EyeMed
• Must meet Customer Care Center productivity and quality goals

COMMUNICATIONS WITH OTHERS

• INTERNAL - Call Center associates and other EyeMed functional areas
• EXTERNAL - Members/Providers

SKILLS & QUALIFICATIONS:  • Excellent verbal and written communication skills  • Excellent telephone skills  • Excellent active listening and comprehension skills  • Ability to demonstrate empathy to the caller’s situation  • Ability to provide exceptional customer service  • Exhibit resourcefulness in resolving problem situations  • Manage time and multiple tasks effectively 

EXPERIENCE:  • Call Center experience preferred  • 1 – 2 years of experience in a professional business environment preferred  • Knowledge of vision benefits and/or insurance industry a plus 

EDUCATION:  • High School diploma required  • College or University degree (preferred ) 

All your information will be kept confidential according to EEO guidelines.