Call Center Representative

GENERAL FUNCTION:
Provide exceptional customer service and support to EyeMed Members, Providers (DONL’s and panel participants) and Store Divisions (Lenscrafters; Pearle; etc.)

MAJOR DUTIES AND RESPONSIBILITIES:
• Provide member service support, over the phone, in a timely, consistent and courteous manner to EyeMed members and providers
• Assist EyeMed members by answering benefit questions, eligibility, web registration, authorizations, provider location inquiries, and claims details
• Interface with providers to verify member eligibility and authorize services
• Review claims details, research payment issues, investigate provider network details
• Use system tools as appropriate to escalate issues between the various functional areas within EyeMed
• Must meet Customer Care Center productivity and quality goals


COMMUNICATIONS WITH OTHERS:
• INTERNAL - Call Center associates and other EyeMed functional areas
• EXTERNAL - Members/Providers

SKILLS & QUALIFICATIONS: 
• Excellent verbal and written communication skills 
• Excellent telephone skills 
• Excellent active listening and comprehension skills 
• Ability to demonstrate empathy to the caller’s situation 
• Ability to provide exceptional customer service 
• Exhibit resourcefulness in resolving problem situations 
• Manage time and multiple tasks effectively 

EXPERIENCE: 
• Call Center experience preferred 
• 1 – 2 years of experience in a professional business environment preferred 
• Knowledge of vision benefits and/or insurance industry a plus 

EDUCATION: 
• High School diploma required 
• College or University degree (preferred ) 

All your information will be kept confidential according to EEO guidelines.