Customer Service Representative - Woburn, MA

Position Description - Customer Service Representative Overview Focus Care, Inc. is a national company located just north of Boston, Massachusetts. We specialize in Medicare health risk assessment, case management and other nursing support services.

Our Customer Service Representatives (CSRs) operate in a call center environment, dedicated to timely, thorough, and compassionate member care. In this structured inbound/outbound high call center environment, CSRs are responsible for scheduling Medicare Advantage members for in-home prospective evaluations.

Responsibilities • Consistently provide members with exceptional customer service • Actively listen to customers and respond appropriately while following a call script • Utilize the company’s computer system to look up and record information regarding a member’s account • Ability to use multiple software systems while speaking with members • Held to data integrity performance standards • Contribute to a team effort to meet or exceed service, production and quality goals • Meet and exceed daily, weekly and monthly performance goals • Schedule members’ appointments according to the providers’ availability and geographic area they cover • Communicate with providers via email or phone Skills • Provide a high level of service to both members and providers • Creative problem solving within a team environment • Desire to create a caring atmosphere for customers • Flexibility and willingness to change as business needs change within the division • Ability to persevere • Take ownership of work • See opportunity in the unexpected • Excellent communication skills • Goal oriented • Highly motivated • High energy level

Requirements • High school diploma or equivalent • College degree or comparable experience preferred • 2 plus years of successful work experience in a customer focused environment, direct customer contact via phone preferred • CRM “Customer Relationship Management” system experience preferred • Prior experience assisting members and/or providers with telephone inquiries • Basic knowledge of personal computer operations and software packages • Experience with Mapquest and GeoAccess mapping • Experience with Microsoft Office Applications to include Outlook, Excel and Word • Excellent organizational, problem solving, communication and interpersonal skills • Sales experience preferred • Healthcare experience preferred • Successful completion of in house phone skills training and product knowledge

To apply contact career@mountida.edu for directions