Customer Service Rep I

* Position is Eligible for Remote / Work from Home Opportunity*

Department: Provider Contact Center

Telecommuting Eligible: Yes
Job Grade: N11
As a condition of employment, physical work location must be in one of the 50 states or the District of Columbia.
Notice of Collection & Privacy Policy for Applicants Residing in California: California Applicant Privacy Policy | Noridian (noridiansolutions.com)

Job Title: Customer Service Representative I

Job Summary

The Customer Service Representative responds to calls or written correspondence and serves as a direct point of contact for customers, assisting with information in response to various inquiries.
Key Performance Indicators

- Excellent multi-tasking skills

- Excellent customer service skills

- Strong verbal and written communication skills

Essential Functions
Key Duties/Responsibilities/Accountabilities

- Responds to customer inquiries promptly and accurately

- Documents all inquiries appropriately

- Understands and applies confidentiality and security guidelines

- Maintains minimum production expectations while meeting defined quality expectations

- Maintains knowledge of online reference information

- Prioritizes work throughout the day and adapts to changes in workload as needed

Non-Essential Duties and Functions
- Other duties as assigned

Minimum Qualifications

- High School diploma or GED

- Ability to maintain confidential information in compliance with HIPAA regulations

- Excellent data entry skills

- Program training as required

- Demonstrated problem solving skills

Preferred Qualifications
Above requirements and the following:

- Previous work experience in a healthcare provider or insurance environment and/or contact center experience

- Ability to work flexible schedules

Environment and Cognitive/Physical Demands

- Office Environment

- Ability to read, hear, speak, keyboard, reason, communicate effectively and problem solve

- Requires prolonged sitting and telephone use

- Requires the use of office equipment such as computer terminals, telephones, copiers and printers

- Infrequent lifting to 15 pounds

- Infrequent stooping

Segregation of Duties

Every employee is responsible to perform their duties and responsibilities in accordance with Noridian values, policies and procedures, including but not limited to: Segregation of Duties Principles, HIPAA, Security and Privacy, CMS requirements, the Noridian Compliance Program and any other applicable laws, rules and regulations.
Statement of Other Duties

This document describes the essential functions, requirements, and responsibilities of this job, and is not intended to be a complete list of all tasks and functions. Employees may be requested to perform job related tasks other than those specifically listed in this description and may be required to perform any task requested by the supervisor or management.
Total Rewards Package:

Health, Dental and Vision Insurance, Voluntary Insurance Plans, Health Savings and Flexible Spending Accounts, 401k and Company Match, Company-paid Life Insurance, Education Assistance Program, Paid Sick Leave, Paid Holidays, Increasing PTO Accrual Plan, Medical/Parental/Disability Leave, Workers Compensation, Retiree Benefits, Severance Package, Employee Assistance Program, Financial and Health Wellness Benefits, Casual Dress, Open Office Setting, and Online Learning System.
CMS Access Compliance and Regulation Contingency Statement

Some positions require compliance with (i) federal and agency-specific regulations and federal contract requirements, and (ii) eligibility to obtain and maintain federal identity credentials and authorized access to government facilities, information systems, networks, sensitive information, or applications.

To obtain federal identity credentials and authorized access, employees in this position may be required, as a condition of employment, to successfully complete federal identity verifica