Associate, Customer Service Rep

Founded in 1964, our mission is to offer the most in transparency, simplicity and accessibility. For you, taking care of your eyes seems to be complicated, expensive, and exhausting. Why are you struggling to make sense of it all, while questioning why buying a pair of glasses has to be so hard? We at Davis Vision are "reframing" eye care!

The Associate Customer Service Representative responds to customer service inquiries including, but not limited to benefit information and timely fulfillment of requests for Davis Vision membership, providers and client representatives while acting as a liaison with internal/external business partners to provide an exceptional customer service experience.

* Responsible for providing exceptional customer service, while answering incoming member and provider telephone inquiries in a manner that is always respectful and courteous. * Proficient use of systems to respond to customer inquiries and requests adhering to defined customer service standards.(i.e. Knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships). * Ability to identify and satisfy unique eligibility circumstances (e.g. Member not on file, member termed and/or split benefits etc.). * Act as a liaison coordinating efforts between, member, provider, client representatives and the 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) and/or order entry. * Ability to probe and identify critical content of inquiries and route caller as appropriate. Achieve and maintain individual Key Performance Indicators (KPI)(e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures. * Perform in adherence to HVHC 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. This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements. * Responsibility for reviewing educational notifications and remaining current on procedural changes. * Career opportunity with additional training in skills for higher level position which will be considered minimal qualifications should open positions become available

**Education:** * High School Diploma, GED, or equivalent work experience **Experience & Background:** * One to three (3) years computer experience or equivalent education. * Prior experience in a service related industry; call center preferred. * Knowledge and ability to demonstrate basic keyboard skills required. **Language Skills:** * Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals * Ability to write routine reports and correspondence * Ability to speak effectively with fellow associates of the organization * Bilingual (Spanish) helpful, but not required **Mathematical Skills:** * Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals in an effort to assist in explaining the cost of benefit copays, commissions earned etc. * Ability to compute rate, ratio, and percentages and to draw and interpret bar graphs. **Reasoning Ability:** * Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. * Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. **Physical Demands/Work Environment:** * The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. * Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. * While performing the duties of this job, the associate is required to sit, use hands and fingers to handle, feel, pick or pinch, and talk or hear most of the time. * The associate is occasionally required to stand, walk, and reach with hands and arms. * The associate must frequently lift and/or move up to 10 pounds. * The noise level in this location is moderate (use of computers, printers and machines). Able/available after-hours / off-hour on schedule or on-call to monitor and react to incidents. **Behavioral Characteristics:** * Ability to work under strict deadlines, attention to detail and the flexibility to think of alternative solutions * Ability to establish and maintain excellent working relationships with associates at all levels of the organization as well as with outside customers and vendors * Strong analytical and reasoning abilities * Well-developed interpersonal skills * Fierce commitment to provide exemplary customer service in a value add, cost-effective manner * Exhibit sound and accurate judgment and demonstrate accuracy and thoroughness * Take ownership of customer concerns and present a solution that defines “what can be done” in the interest of preserving customer loyalty without compromising HVHC Values