Customer Service Representative

Hill Physicians offers our members and the communities we serve some of the most advanced and comprehensive healthcare in northern California – through a network of primary care physicians, specialists and other healthcare providers consistently rated among the best in California.

- Assist and educate customers regarding Hill Physician Medical Group’s policies and procedures. Identify and resolve issues with health plan members and providers regarding eligibility, benefits, claims and authorizations. Enter data as necessary to update and/or create a Customer Service Request (CSR). Communicate problems and trends identified to direct supervisor and/or department management team. - Adhere to the Customer Service Attendance Policy. - Achieve and maintain a Quality rating of 95% or higher. - Resolve all pended service requests on work list within 10 business days. - Respond in a timely, professional manner to all customer calls, achieving and maintaining Telephone Productivity standards and Aux usage goals including: - Hold Time – 4 minutes per day - Wrap Up – 20 minutes per day - Personal – 15 minutes per day - Abide by HIPAA regulations. Adhere to the company safety regulations. - Achieve and maintain the department’s production goal. - Participate in external marketing events as needed.

**Required Experience:** - Customer Service experience within a call center environment strongly preferred - Medical terminology a plus - Strong communication and problem solving skills; - Bilingual in Spanish, Cantonese, Mandarin or Tagalog desired - Computer proficient - Strong organizational skills - Knowledge of ICD-9 and CPT codes preferred - Health-care experience desirable - Data Entry experience **Required Education:** - High School diploma/GED required