Eligibility Screening Services Representative - Onsite

Job Summary

The Eligibility Screening Services Representative serves as the initial point of contact for customers, addressing inquiries, resolving issues, and delivering high-quality service to ensure a positive customer experience. This entry-level role requires excellent communication skills, attention to detail, and the ability to manage a variety of customer requests through multiple channels, including phone, email, and chat. The Representative works in a performance-driven environment, adhering to established service metrics and standards, while collaborating with other departments to ensure timely and effective resolution of customer concerns.

This is not a remote position.

This is a full-time position with a 100% ONSITE work schedule: Mon-Fri 9:00am - 5:30pm

Essential Functions

• Responds to customer inquiries through phone, email, chat, or other communication channels, providing accurate and timely information.

• Clarifies and resolves customer issues by identifying their needs, determining root causes, and implementing effective solutions.

• Escalates complex or unresolved issues to appropriate team members or departments, ensuring prompt follow-up and resolution.

• Provides triage support for common issues related to platforms, applications, and back-office processes.

• Documents all interactions accurately and thoroughly in the customer relationship management (CRM) system, ensuring detailed records of inquiries and resolutions.

• Adheres to quality standards and key performance indicators (KPIs), including productivity, response times, and customer satisfaction ratings.

• Delivers exceptional customer service by maintaining professionalism, patience, and a customer-focused attitude in all interactions.

• Contributes to a team-oriented work environment by sharing insights, offering assistance, and collaborating effectively with peers and supervisors.

• Performs other duties as assigned.

• Maintains regular and reliable attendance.

• Complies with all policies and standards.

Qualifications

• H.S. Diploma or GED required

• Associate Degree or some college coursework in a related field preferred

• 1-2 years of customer service experience required, preferably in a call center or help desk environment required

• Familiarity with CRM software and customer service tools preferred

Knowledge, Skills and Abilities

• Strong verbal and written communication skills, with the ability to clearly convey information and resolve customer concerns.

• Proficient in using computer systems, including Microsoft Office Suite and CRM platforms.

• Excellent problem-solving and critical-thinking abilities.

• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.

• Detail-oriented with a strong focus on accuracy and quality.

• Demonstrated ability to work independently and as part of a team.

• Strong interpersonal skills and the ability to build rapport with customers and colleagues.

Equal Employment Opportunity

This organization does not discriminate in any way to deprive any person of employment opportunities or otherwise adversely affect the status of any employee because of race, color, religion, sex, sexual orientation, genetic information, gender identity, national origin, age, disability, citizenship, veteran status, or military or uniformed services, in accordance with all applicable governmental laws and regulations. In addition, the facility complies with all applicable federal, state and local laws governing nondiscrimination in employment. This applies to all terms and conditions of employment including, but not limited to: hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. If you are an applicant with a mental or physical disability who needs a reasonable accommodation for any part of the application or hiring process, contact the director of Human Resources at the facility to which you are seeking employment; Simply go to http://www.chs.net/serving-communities/locations/ to obtain the main telephone number of the facility and ask for Human Resources.