Customer Service Representative','1802570','Headquartered in Tampa, Fla., WellCare Health Plans, Inc. (NYSE: WCG) focuses exclusively on providing government-sponsored managed care services through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans to families, children, seniors and individuals with complex medical needs. The company serves approximately 4.4 million members nationwide as of Dec. 31, 2017. WellCare is a Fortune 500 company that employs nearly 9,000 associates across the country and was ranked a ''World's Most Admired Company'' in 2018 by Fortune magazine. For more information about WellCare, please visit the company's website at www.wellcare.com. EOE: All qualified applicants shall receive consideration for employment without regard to race, color, religion, sex, age forty (40) and over, disability, veteran status, or national origin.','!*!Responds to member and provider inquiries (phone, written or walk in) regarding all aspects of WellCare business, including claims, in a professional, timely, accurate and caring manner while consistently meeting all guidelines.
Responds to member, provider and other inquiries via telephone, correspondence or lobby walk-in while meeting all corporate guidelines and performance standards.
Demonstrates appropriate customer-care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified.
Records, investigates and resolves member complaints as detailed in the Grievance Procedure narrative.
Assists in the education of new members and in the re-education of existing members regarding health plan procedures.
Logs, tracks and appropriately documents all issues utilizing on-line systems and procedures, and in accordance with all applicable guidelines and requirements.
Makes decisions that are consistent with the concept of a win-win-win for members, associates and WellCare.
Demonstrates based behaviors such as initiative, accountability and value.
Performs skills necessary to create a high-quality customer experience, as reflected through acceptable C-Sat scores, quality monitors and member feedback.','!*!
Education: High School Diploma
Experience: 6 months to 1 year practical work experience
Previous experience in a call center or customer service environment (preferred)
Licenses/Certifications: Customer service, quality or training certifications (preferred)
Special Skills (e.g. 2nd language):
Strong written and verbal communication skills and an ability to work with people from diverse backgrounds
Ability to multi-task, good organizational and time management skills
Ability to act on feedback provided by showing ownership of his or her own development
Ability to read, analyze, and interpret verbal and written instructions
Ability to write business correspondence
Ability to effectively present information and respond to questions from members
Ability to define problems, collect data, establish facts and draw valid conclusions
Seeks to build trust, respect and credibility with all partners through full, honest, consistent, and coordinated communication
Knowledge of email systems such as Microsoft Outlook sufficient to communicate with both internal and external contacts
Knowledge of Word and/or Excel sufficient to enter data','US-FL-Tampa','5519 W. Idlewild','','Tampa','33634','','','No','No','Customer Service Representative
Website : http://www.wellcare.com
WellCare Health Plans, Inc. focuses exclusively on providing government-sponsored managed care services, primarily through Medicaid, Medicare Advantage and Medicare Prescription Drug Plans, to families, children, seniors and individuals with complex medical needs. The company served approximately 3.8 million members nationwide as of Sept. 30, 2015. For more information about WellCare, please review our website and view the company’s videos. WellCare has developed a full complement of expertise in three major areas of government-sponsored health care…. Medicaid, Medicare Advantage and Medicare Prescription Drug Plans. Leveraging our expertise for our members' benefit is a key part of the value we bring to our members. WellCare focuses on those members who are dually eligible for both Medicaid and Medicare. This is an area of specialization that many other health plans simply do not have. We are committed to continually improving the quality of care and service that we provide to our members. We help our members access the right care at the right time in the appropriate setting. For some members, this includes the use of coordinated care teams and community partnerships. And we’re focused on government customers and use a disciplined approach to ensure a competitive cost structure.