Job Title: Billing Care Representative I
Job ID: 04886
Division: Integrated Sales & Service
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Details
Bilingual skills (Spanish/English) a plus.
Position requires the ability to work non-standard hours including evenings, weekends, and holidays.
Must be able to type 30wpm. Typing test will be administered.
Position Objective
The Billing Resolution I is an entry level position whereby the employee is trained in the necessary skills and abilities to provide customer service support, assisting agencies and customers with billing related inquiries. Acquires a working knowledge gained through extensive training to quickly resolve problems in an unscripted care center environment. Completes work task management referrals and calls within established time frames, including the necessary documentation. Demonstrates effective communication and customer service skills.
Primary Accountabilities
- Knowledge & Competence Development (60%)
- Completes scheduled classroom training to develop a solid foundation relative to billing practices and procedures, policy processing systems, billing systems and business rules.
- Completes additional education modules as outlined in the billing customer care curriculum map to further develop knowledge relative to American Family and to provide industry leading customer service.
- Participates in on-the-job training and job shadowing to apply and demonstrate knowledge gained through classroom training program.
- Partners with a mentor to observe and acquire additional technical expertise necessary to respond to all billing inquiry scenarios and to gain competence and confidence in billing problem resolution and decision making.
- Gains knowledge and demonstrates proficiency in locating and navigating on-line resource materials.
- Utilizes team resources for difficult problem resolutions and to identify and resolve unfamiliar issues.
- Customer Service (20%)
- With assistance, provides billing support to other business areas. Provides policy status and coverage verification for claims processing.
- With mentor, using acquired technical knowledge to make appropriate decisions, responds verbally to inbound customer inquiries. Properly documents the appropriate system for future reference and captures any suggestions or concerns into a database.
- Provides online billing support to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- With assistance, provides billing resolution to customers who leave voicemails.
- Work Task Management Referrals (10%)
- Processes Work Task Management Referrals where money application and account activities cannot be systematically handled.
- Based on information received, researches to determine appropriate policy and billing activities that will have the least impact to customers (e.g., enters internal blocks, allocates money, enters expiration date alignment on policy processing and customer billing systems, combines multiple accounts when requested, contacts agents to advise of additional money on the account and seeks direction on appropriate action).
- Completes referrals and eforms within established time standards to avoid negative impact to customers' accounts (e.g., incorrect billing statements sent, refund checks mistakenly disbursed, etc.).
- Determines status of company refund checks and handles electronic eforms to stop pay/reissue checks that are lost or destroyed, makes decisions to reverse fees or required down-payment charged to the agent, utilizing Billing Care Center guidelines.
- Business Processes and Procedures (10%)
- Applies the working knowledge gained of policy processes and procedures to be able to interpret all lines and all state policy processing rules that interface with billing
- Measures and monitors personal performance utilizing the quality program employee scorecard call data and makes the necessary adjustments.
- Applies knowledge of regulatory requirements and state specific compliance as it relates to billing processes and timelines, relief acts, privacy verification and appropriate destruction of customer sensitive data.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Problem Solving
- Self Development
- Technical Expertise
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in providing customer service.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 30 wpm.
- Must be able and willing to work non-standard and extended hours as needed.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
CB1
J2W:GIJ
J2W/LI
Please review the job requirements.
Job ID: 04886
Division: Integrated Sales & Service
Work Location(s): United States-Arizona-Phoenix
Full/Part Time: Full-Time
Position Details
Bilingual skills (Spanish/English) a plus.
Position requires the ability to work non-standard hours including evenings, weekends, and holidays.
Must be able to type 30wpm. Typing test will be administered.
Position Objective
The Billing Resolution I is an entry level position whereby the employee is trained in the necessary skills and abilities to provide customer service support, assisting agencies and customers with billing related inquiries. Acquires a working knowledge gained through extensive training to quickly resolve problems in an unscripted care center environment. Completes work task management referrals and calls within established time frames, including the necessary documentation. Demonstrates effective communication and customer service skills.
Primary Accountabilities
- Knowledge & Competence Development (60%)
- Completes scheduled classroom training to develop a solid foundation relative to billing practices and procedures, policy processing systems, billing systems and business rules.
- Completes additional education modules as outlined in the billing customer care curriculum map to further develop knowledge relative to American Family and to provide industry leading customer service.
- Participates in on-the-job training and job shadowing to apply and demonstrate knowledge gained through classroom training program.
- Partners with a mentor to observe and acquire additional technical expertise necessary to respond to all billing inquiry scenarios and to gain competence and confidence in billing problem resolution and decision making.
- Gains knowledge and demonstrates proficiency in locating and navigating on-line resource materials.
- Utilizes team resources for difficult problem resolutions and to identify and resolve unfamiliar issues.
- Customer Service (20%)
- With assistance, provides billing support to other business areas. Provides policy status and coverage verification for claims processing.
- With mentor, using acquired technical knowledge to make appropriate decisions, responds verbally to inbound customer inquiries. Properly documents the appropriate system for future reference and captures any suggestions or concerns into a database.
- Provides online billing support to customers (e.g., registering and unregistering accounts, assisting with payment options and account maintenance).
- Assists customers with processing payments through various electronic methods, complying with regulatory guidelines and proper handling of sensitive and confidential customer financial information.
- Assists callers with language barriers and those who are hearing impaired; may require locating an agent to meet their needs.
- With assistance, provides billing resolution to customers who leave voicemails.
- Work Task Management Referrals (10%)
- Processes Work Task Management Referrals where money application and account activities cannot be systematically handled.
- Based on information received, researches to determine appropriate policy and billing activities that will have the least impact to customers (e.g., enters internal blocks, allocates money, enters expiration date alignment on policy processing and customer billing systems, combines multiple accounts when requested, contacts agents to advise of additional money on the account and seeks direction on appropriate action).
- Completes referrals and eforms within established time standards to avoid negative impact to customers' accounts (e.g., incorrect billing statements sent, refund checks mistakenly disbursed, etc.).
- Determines status of company refund checks and handles electronic eforms to stop pay/reissue checks that are lost or destroyed, makes decisions to reverse fees or required down-payment charged to the agent, utilizing Billing Care Center guidelines.
- Business Processes and Procedures (10%)
- Applies the working knowledge gained of policy processes and procedures to be able to interpret all lines and all state policy processing rules that interface with billing
- Measures and monitors personal performance utilizing the quality program employee scorecard call data and makes the necessary adjustments.
- Applies knowledge of regulatory requirements and state specific compliance as it relates to billing processes and timelines, relief acts, privacy verification and appropriate destruction of customer sensitive data.
Job Competencies
- Achieve Results
- Be Accountable
- Maximize Customer Experience
- Adaptability
- Planning & Organizing
- Problem Solving
- Self Development
- Technical Expertise
Specialized Knowledge and Skills Requirements
- Basic knowledge and understanding of mathematics (arithmetic, averaging, percentages, etc.)
- Demonstrated experience in providing customer service.
- Demonstrated experience with PC software applications (Microsoft Office Suites, Internet Explorer).
- Keyboarding/typing ability at 30 wpm.
- Must be able and willing to work non-standard and extended hours as needed.
Company Information
Offer to selected candidate will be made contingent on the results of background checks.
We offer a comprehensive benefits package that includes health, life and dental insurance, a 401(K) plan, paid holidays, vacation and sick leave and the opportunity for career development. If you would like to put your career in motion apply online today!
CB1
J2W:GIJ
J2W/LI
Please review the job requirements.