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Customer Care Associate III

Company: Conduent
Location: Jefferson City
Posted on: June 10, 2019

Job Description:

Conduent is the world's largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.Whether it's digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning - Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at www.conduent.com.Purpose:* Responsible for responding to customer inquiries and complaints regarding company records, billings, contract renewals, and supply returns. Answers and initiates a variety of real-time inbound and outbound voice-based communications in English or other languages to support customer care.Monday through Friday from 8:00 AM until 5:00 PM with overtime as needed.The SLR Customer Care Associate III performs business operations services for an assigned account/project. These services primarily include pre-payment verification and validation but may also include payment (including adjustment) requests, post-payment updates, research and support for inquiries and/or issues.The primary responsibility of the Customer Care Associate is to ensure that assigned "transactions" are completed timely and accurately in accordance with approved procedures and in order to meet service level agreements (SLAs). The Customer Care Associate is also responsible for record keeping of work and ensuring work is completed timely and accurately in order to support reporting requirements of the assigned account/project and of SLR Operations in general. The Customer Care Associate may be asked to contribute to the development and maintenance of documentation used in SLR Operations, such as procedure manuals.The Customer Care Associate may report to the SLR Operations Manager, a Supervisor, or the SLR Account Manager of the assigned account/project assignment. The Customer Care Associate is expected to exhibit transparency, honesty, and open lines of communication with these personnel and other members of the assigned account/project team.Required Skills:** College Degree or higher, or an equivalent of 2 years of work experience in operations or production setting** Proficient with multiple types of Microsoft Office products - Word, Excel, PowerPoint and Internet Explorer and other websites and systems** Demonstrated ability to understand/comprehend/learn new program, policies, and procedures** Demonstrated ability to follow established guidelines and protocols while escalating issues and concerns per established instructions** Attention to detail with highest regard to quality of work** Excellent organization skills - whether it is organizing electronic files, data, or thoughts**Responsibilities:70% -- Conducting pre-payment verification and validation activities in accordance with approved procedures20% -- Conducting other tasks and activities to fulfill business operations services, such as payment (adjustment) requests, post-payment updates, research and support for inquires and/or issues.5% -- Reporting and communicating status and issues5% -- Other duties as assigned and neededPosition objectives:** To process primary transactions -- pre-payment verification and validation of attestations -- timely and accurately in accordance with approved procedures.** To conduct other transactions - payment (adjustment requests), post-payment updates, research and support for inquires and/or issues - timeline and accurately in accordance with approved procedures.** To minimally meet established SLAs or assigned targets.** To ensure record keeping of work is timely and complete in order to support reporting requirements of the assigned account/project and of SLR Operations in general.** To contribute to the development and maintenance of documentation used in SLR Operations, such as procedure manuals.*Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the "Submit" button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.'1936309

Keywords: Conduent, Jefferson City , Customer Care Associate III, Other , Jefferson City, Missouri

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