Responsible for overseeing all first-response customer service representative duties to FCH AS callers and client companies - taking phone calls, responding to email requests, facilitating referrals for assessment as well as work/life consultation, follow up with client companies in regard to EAP materials, etc. Provide these services as backup to Customer Service staff. Provide administrative, clerical and production support to FCH AS Customer Service staff members and Account Executives. Position also supports FCH AS staff members and FCH departments in accomplishing EAP/MAP/PAP and company-wide projects and goals.
Supervises 8AM to 5PM (Monday through Friday) frontline multi-line telephone-based, first-responder customer service: receive client information, contact providers, triage calls as necessary and route to the apropriate FCH AS staff members.Resolves calls or complaints that need to be
escalated due to client dissatisfaction; ensuring that clients ultimately get
an accurate explanation, and/or leave our service as favorably as possible
following a dispute. Accurately and consistently inputs client and
provider information into the FCH AS case and expense management software
program. Works with the Director of EAP Services to
ensure compliance of departmental standards; reports quality measures; actively
participates in action planning.Works with appropriate department staff to
implement, monitor, and problem-solve operational issuesResponsible for incoming ?case-box? delivered to
us by our Work/Life vendor?s after-hours service. Divides incoming reports up amongst staff
members as appropriate several times each day.Responsible for interfacing with vendors in
relation to problems with services that may be encountered internally, or
during service delivery for our clients. Performs quality monitoring checklists that
score each Customer Service Representative?s adherence to several key
indicators set by supervisor that measure quality of CSRs calls.Supports FCH EAP clinical, management,
administrative and customer service staff as needed in achieving goals and
timelines. Ability to take ownership of FCH EAP needs as they emerge throughout
the business day.Other assigned duties upon request.
AA degree, or high School diploma or equivalent. Bachelor's degree preferred but experience accepted in lieu of degree.
Two years Customer Service Representative experience preferably in an EAP or healthcare setting (or similar), with high-volume and multi-tasking responsibilities.
Two years supervisory experience preferred.
Strong verbal, written, and interpersonal skills. Above average spelling ability and the ability to accurately input EAP data and client healthcare information.
Advanced computer skills and knowledge. Competence in MS Word, Excel, and ability to learn new software applications.
Ability to work independently and as part of a team. Ability to understand the dynamic environment, quality-focused, customer service driven nature of EAP.
Ability to organize, prioritize work and meet deadlines.
Professional level of presentation and supervision skills as well as written communication skills.
Initiative, consistency in work performance and entrepreneurial enthusiasm in a dynamic work setting.
Demonstrable problem-solving skills.
Must have and maintain a valid Washington state driver's license.