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Service Recovery Specialist

Clearwater, FL

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Description

Customer Complaint Representative

Clearwater FL

$14.00 per hour $15 Bilingual Spanish

Monday through Friday 8:00 AM to 4:30 PM

  • Manage, coordinate and communicate with health plans and internal departments regarding escalated complaints.
  • Contact clients in a timely and professional manner to deliver contract required information.
  • Review and complete annual health plan audits with strict deadlines.
  • Analyze and review policies for application towards internal correspondence and annual audits.
  • Maintain working relationships with internal departments as well as external client contacts using a high level of both written and oral communication.
  • Meet deadlines, working within tight time constraints.
  • Correspond with management staff regarding customer service complaints including the gathering of data for problem resolution.
  • Monitor and track via excel and/or other computer software tools the type and quantity of escalated complaints.
  • Gather information necessary to respond to escalating complaints and/or grievances that extend beyond normal channels: complaints on appeal, legislative inquires and issues that meet the organization’s significant event policy.
  • Produce internal reports on complaints and participant in monthly Quality Assurance meetings.

 

Job Requirements

Education/Licensing/Certification:

  • High School Diploma or GED required.
  • Associates or Bachelor Degree preferred.

Experience:

  • Lead or Quality Assurance experience preferred.
  • Healthcare experience preferred.
  • Ability to deal with complex problems involving a broad scope of issues while under pressure.
  • Ability to effectively solve customer complaints in a timely manner by utilizing all tools available.

Other i.e. knowledge and skills:

  • Must be proficient with Microsoft Office applications.
  • Must type 40 wpm.
  • Must have effective oral, written and interpersonal communication skills.
  • Convey thoughts in a well-organized, concise manner. Use appropriate grammar and punctuation in written documents.
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