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EO, Client Operations Support bei None

None · Huntsville, Vereinigte Staaten Von Amerika · Onsite

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Duties and Responsibilities:

  • Manage open agent tickets relating to general account inquires through completion.

  • Post any missing payments to accounts through RP function for client reconciliation process

  • Maintain a thorough and effective contingency plan with Client Service Representative to ensure clients service level expectations are always met.

  • Accountable for timely completion of assigned client specific reports and requirements.

  • Take initiative and action to respond to, resolve, and follow up on customer service issues and client requests in a timely manner.

  • Meet deadlines with frequent interruptions and redefined priorities.

  • Communicate all feedback, client updates, and recommendations to all levels within the organization using professionalism, positive attitude, and discretion to achieve objectives.

  • Provide feedback to Management on any issues concerning call center behavior as it relates to agent tickets

Knowledge, Skills, and Abilities:

Knowledge

  • Extensive knowledge of client requirements and guidelines

  • Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, and other office procedures and terminology.

  • Efficient in Microsoft Office products, especially Excel and Word

  • Knowledge in 10 key by touch typing

  • Understanding of billing and recovery cycle

  • Understanding of legal rules and regulations pertaining to billing, collections, and HIPPA

Skills

  • Active Listening — Giving full attention to what others are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.

  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents.

  • Speaking — Talking to others to convey information effectively.

  • Service Orientation — Actively looking for ways to help people.

  • Writing — Communicating effectively in writing as appropriate for the needs of the audience.

  • Coordination — Adjusting actions in relation to others' actions.

  • Time Management — Managing one's own time and the time of others.

  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do.

  • Monitoring — Monitoring/Assessing performance of yourself, other individuals, or organizations to make improvements or take corrective action.

  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making.

  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.

  • Judgment and Decision Making — Considering the relative costs and benefits of potential actions to choose the most appropriate one.

Abilities

  • English Comprehension – The ability to fluently communicate in and understand English, the primary language of the work team.

  • Written Comprehension — The ability to read and understand information and ideas presented in writing.

  • Written Expression — The ability to communicate information and ideas in writing so others will understand.

  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences.

  • Oral Expression — The ability to communicate information and ideas verbally so others will understand.

  • Speech Recognition — The ability to identify and understand the speech of another person.

  • Speech Clarity — The ability to speak clearly so others can understand oral communication.

  • Problem Sensitivity — The ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.

  • Inductive Reasoning — The ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).

  • Selective Attention — The ability to concentrate on a task over a period of time without being distracted.

  • Category Flexibility — The ability to generate or use different sets of rules for combining or grouping things in different ways.

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