Experienced Customer Service Representative I – Vision Care Industry Expert

About Us

Versant Health is a leading administrator of managed vision care, serving millions of clients' members nationwide. Our mission is to help members enjoy the wonders of sight through healthy eyes and vision. As a Versant Health associate, you can enjoy a comprehensive Total Rewards package, which includes health and dental insurance, tuition reimbursement, 401(k) with company match, pet insurance, and no-cost-to-you vision insurance for you and your qualified dependents. We are invested in your success, offering many opportunities for advancement and development throughout all stages of your career with us.

Join Our Team

At Versant Health, we believe in empowering our associates to make a difference in the lives of our members. With the support of strong leadership and a team environment, you will have the opportunity to grow and develop your skills in a dynamic and rewarding career. Our company culture is built on the principles of respect, integrity, and excellence, and we are committed to attracting, retaining, and developing a diverse and inclusive workforce.

About the Role

We are seeking an experienced Customer Service Representative I to join our team. As a key member of our customer service team, you will be responsible for providing exceptional customer service to our members, providers, and clients. You will respond to customer inquiries, including benefit information and timely fulfillment of requests, and act as a liaison with internal and external business partners to provide an exceptional customer service experience.

Key Responsibilities

• Provide exceptional customer service, while answering incoming member and provider telephone inquiries in a manner that is always respectful and courteous.
• Proficiently use proprietary systems to respond to customer inquiries and requests, adhering to defined customer service standards.
• Act as a liaison coordinating efforts between members, providers, client representatives, and manufacturing facilities.
• Flexibility in work schedule as business needs require.
• Ability to identify and perform requirements relative to specialty services, including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements.
• Shadow perspective associates and new associates during initial instruction, providing feedback to the hiring management team and trainer.
• Ability to probe and identify the critical content of inquiries and route caller as appropriate, achieving and maintaining individual Key Performance Indicators (e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures.
• Perform in adherence to the company core values, including but not limited to privacy, confidentiality, and proprietary company policies and procedures (i.e. HIPAA).
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals.
• Responsibility for reviewing educational notifications and remaining current on procedural changes.
• Regular reliable attendance is required.
• Meet and/or exceed all performance expectations.
• Career opportunity with additional training in skills for higher-level positions, which will be considered minimal qualifications should open positions become available.
• Other duties as assigned.

What We're Looking For

We are seeking a highly motivated and customer-focused individual with a minimum of 1 year of related experience in the insurance, health, or vision care industry. The ideal candidate will have a strong understanding of customer service principles and practices, as well as proficiency in Microsoft Office. Knowledge and experience in the insurance, health, or vision care industry is preferred.

Essential Qualifications

• Minimum High School Diploma or GED.
• Minimum 1 year of related experience.
• Knowledge and experience in the insurance, health, or vision care industry preferred.
• Proficiency in Microsoft Office.

Preferred Qualifications

• Experience in a customer-facing role, preferably in the insurance, health, or vision care industry.
• Knowledge of HIPAA and data security guidelines.
• Ability to work in a fast-paced environment and adapt to changing priorities.
• Strong communication and interpersonal skills.
• Ability to work independently and as part of a team.

What We Offer

Versant Health offers a comprehensive Total Rewards package, including:

• Health and dental insurance.
• Tuition reimbursement.
• 401(k) with company match.
• Pet insurance.
• No-cost-to-you vision insurance for you and your qualified dependents.

Compensation and Benefits

The wage range for this position is [$17.75 to $18.25]. All incentives and benefits are subject to the applicable plan terms.

Why Join Us?

At Versant Health, we are committed to attracting, retaining, and developing a diverse and inclusive workforce. We offer a dynamic and rewarding career with opportunities for advancement and development throughout all stages of your career. Our company culture is built on the principles of respect, integrity, and excellence, and we are dedicated to making a difference in the lives of our members.

How to Apply

If you are a motivated and customer-focused individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please visit our website to submit your application.

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Equal Employment Opportunity

Versant Health is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at Versant Health without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.