Immediate Hiring: Remote Customer Experience Representative – Behavioral Health and Benefits Expert

About ComPsych Corporation

ComPsych Corporation is the world's largest provider of mental health services and GuidanceResources for life. Fueled by a commitment to relentless innovation and a comprehensive approach to care, ComPsych provides services to more than 78,000 organizations and 163 million individuals across 200 countries. Under our GuidanceResources brand, our personalized and fully integrated programs include behavioral health, absence management, and wellness journeys, which empower employees to lead healthier and more productive lives, while driving organizational excellence. Visit compsych.com to find out why 40% of the Fortune 500 choose ComPsych for their mental health needs.

Job Summary

We are seeking a highly skilled and empathetic Customer Experience Representative to join our team. As a key liaison between ComPsych and our healthcare providers and clients, you will be responsible for delivering exceptional customer service in a call center environment. The successful candidate will possess a strong understanding of Employee Assistance Programs and Managed Care products, as well as excellent communication and problem-solving skills. If you are passionate about providing top-notch customer experiences and have a knack for resolving complex issues, we encourage you to apply for this exciting opportunity.

Primary Responsibilities

• Gain a full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller's needs and concerns.
• Allow the caller to express their needs, concerns, and questions without interruption, while actively listening to identify and respond to their needs in a professional and empathetic manner.
• Read, comprehend, and explain behavioral health benefits in a clear, concise, and professional manner, ensuring that callers have a thorough understanding of their benefits.
• Respond to calls by providing correct benefit and status information, while remaining professional and empathetic at all times. This may involve transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside party.
• Maintain consistently high standards, including an average call time of less than 4 minutes, after-call work under 3 minutes, and an abandonment rate below 3%.
• Document calls efficiently with detailed information into our software database, ensuring accurate and up-to-date records.
• Identify and research claim errors, and appropriately send written adjustments to the Claims Department.
• Establish and maintain strong relationships with Guidance Resources Unit, Care Management, and Network Services team members within ComPsych.
• Partner with other customer service and claim team members to respond quickly to customer needs consistently and positively, fostering a team environment.
• Perform other duties as assigned by management.

Job Qualifications

To be successful in this role, you will need to possess the following qualifications:

• High School Diploma required.
• Bi-lingual Spanish preferred.
• Customer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferred.
• Knowledge of CPT/ICD-9 preferred.
• Stable work history required.
• Computer literacy in Microsoft Office Suite required.

Benefits and Perks

We offer a comprehensive benefits package, including:

• Full benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much more.

Career Growth Opportunities and Learning Benefits

At ComPsych, we are committed to helping our employees grow and develop their careers. As a Customer Experience Representative, you will have access to:

• Regular training and development opportunities to enhance your skills and knowledge.
• A comprehensive onboarding program to ensure a smooth transition into your new role.
• Opportunities for career advancement and professional growth within the company.

Work Environment and Company Culture

We pride ourselves on creating a positive and inclusive work environment that values diversity, equity, and inclusion. As a Customer Experience Representative, you will be part of a dynamic team that is passionate about delivering exceptional customer experiences. Our company culture is built on the following values:

• Empathy and compassion.
• Excellence and quality.
• Collaboration and teamwork.
• Continuous learning and growth.

Compensation, Perks, and Benefits

We offer a competitive compensation package, including a salary, benefits, and perks. The salary for this role is competitive and commensurate with experience. In addition to a comprehensive benefits package, we also offer:

• A generous PTO policy.
• A 401(k) plan with company match.
• A robust EAP and wellness program.
• A comprehensive training and development program.

Equal Employment Opportunity

ComPsych Corporation is an equal opportunity employer and celebrates diversity. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity. We welcome applications from diverse candidates and are committed to providing equal employment opportunities to all.

How to Apply

If you are a motivated and customer-focused individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your qualifications and experience.

We Want to Hear From You!

Don't hesitate to apply for this role. We look forward to hearing from you and exploring how you can contribute to our team's success.