Job Description

Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care marketplace. Our mission is very real to our members: we help them enjoy the wonders of sight through healthy eyes and vision. What you do as a Versant Health Associate matters. 33 million Americans count on us to provide access to annual eye exams and corrective eyewear. We are here to change the face of vision care, and together we will make this happen.

GREAT ENVIRONMENT

We are dedicated to you– we provide a professional work environment, competitive benefits, equal opportunities and potential to grow with us. We guide you to what’s right for you- as leaders in the industry, we guide and coach Associates to give them opportunities to reach their full professional potential. We think ahead for you- you’ll enjoy a variety of benefits for those times when you need extra support.

SCOPE AND PURPOSE OF POSITION

The Customer Service Representative I is responsible for Responding to customer service inquiries including, but not limited to benefit information, and timely fulfillment of requests for Davis Vision membership, providers and client representatives. Acting as a liaison with internal and external Davis Vision business partners to provide an exceptional customer service experience.

ESSENTIAL FUNCTIONS

· Responsible for providing exceptional customer service, while answering incoming member and provider telephone inquiries in a manner that is always respectful and courteous.

· Proficient use of proprietary administration systems to respond to customer inquiries and requests adhering to defined customer service standards.(ex. Knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships).

· Ability to identify and satisfy unique eligibility circumstances (e.g. Member not on file, member termed and/or split benefits etc.).

· Act as a liaison coordinating efforts between, member, provider, client representatives and the manufacturing facilities.

· Flexibility in work schedule as business needs require.

· Ability to identify and perform requirements relative to specialty services (including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry.

· Mentor perspective associates and new associates during initial instruction. This involves providing feedback to the hiring management team and trainer.

· Ability to probe and identify the critical content of inquiries and route caller as appropriate. Achieve and maintain individual Key Performance Indicators (KPI) (e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures.

· Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e. HIPAA).

· Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements.

· Responsibility for reviewing educational notifications and remaining current on procedural changes.

EDUCATION & EXPERIENCE

· High School Diploma/ GED

Previous customer service experience in an insurance related industry

· Minimum of one year computer experience or equivalent education

COMPETENCIES

· Knowledge and ability to demonstrate basic keyboard skills required

· Professional written and verbal communication and interpersonal skills

· Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.

· Ability to write routine reports and correspondence.

· Ability to speak effectively before groups of customers or Associates of the organization.

· General mathematical skills to include basic adding, subtracting, multiplication and division

· Ability to think logically in following procedures and instructions

· General problem solving abilities

· Exhibit sound and accurate judgment and demonstrate accuracy and thoroughness

We are open 7 days a week so overtime is available if you want it. Position does require one Saturday per month to be worked.

Training is 9-5:30 p.m. for first 4 weeks then the shift out of training is 12 p.m. to 8 p.m. for the first 3 to 4 months.

WE PROVIDE EQUAL EMPLOYMENT OPPORTUNITIES (EEO) TO ALL ASSOCIATES AND APPLICANTS FOR EMPLOYMENT WITHOUT REGARD TO RACE, COLOR, RELIGIOUS BELIEFS, SEX, GENDER IDENTITY, SEXUAL ORIENTATION, AGE, MARITAL STATUS, NATIONAL ORIGIN, ANCESTRY, PHYSICAL OR MENTAL DISABILITY OR HISTORY OF DISABILITY, GENETIC INFORMATION, STATUS AS A PROTECTED VETERAN OR DISABLED VETERAN, OR ANY OTHER STATUS PROTECTED BY FEDERAL, STATE OR LOCAL LAW.

If you are prohibited from working on a government contract, this may disqualify you from consideration for this position. All offers are contingent on a successful completion of your background check and drug screening in a timely manner.

Company Description

Versant Health bringing you Davis Vision and Superior Vision is a leading provider of vision and eye health solutions. We offer a full spectrum of services in the vision care marketplace. Our mission is very real to our members: we help them enjoy the wonders of sight through healthy eyes and vision. What you do as a Versant Health Associate matters. 33 million Americans count on us to provide access to annual eye exams and corrective eyewear. We are here to change the face of vision care, and together we will make this happen.