06-213 Resource Team Associate

JOB PURPOSE Provide exceptional customer service and support to EyeMed Professional Providers (Independent Optometrists, Ophthalmologists, and Opticians) as well as Doctor?s of Optometry next to LensCrafters; EyeMed Group Directed Care members and clients; internal customer service representatives; Client Support Team? Field Representatives; all departments within EyeMed, i.e. claims, provider relations, etc. 

KEY RESPONSIBILTIES AND COMPETENCIES


Additional Responsibilities
? Handle questions from customer service representatives, including researching, inquiries as appropriate. 
? Handle escalated calls from members/providers.
? Handle inquiries via telephone, email, walk-ups, faxes, from internal and external field sales representatives and Client Support Team associates.
? Act as technical support for Exclaim, including alteration of access and resetting passwords; providing guidance through online claims processes. 
? Support Designated Key Client s 
? Cross-Functional department involvement
? Assist with queued inbound customer calls as needed.
? Process urgent member adds
? Handle research eligibility issues
? Handle calls transferred from outsourcer that are Role  3 calls.
? Research and provide documented information on disbursements and escalated claim issues to ensure member/provider are receiving accurate payment.
? Update provider information regarding physical location and adding provider on panel.


EXPERIENCE
HS Diploma
2-4 years experience in related field

 

EOE