ComPsych: Customer Experience Representative

About ComPsychComPsych® Corporation is the world’s largest provider of Employee Assistance Programs (EAP) and is the pioneer and worldwide leader of fully integrated EAP, behavioral health, wellness, work-life, HR and FMLA administration services under the GuidanceResources® brand.

ComPsych provides services to more than 56,000 organizations covering more than 127 million individuals throughout the U.S.

and 190 countries.

By creating “Build-to-Suit” programs, ComPsych helps employers attract and retain employees, increase employee productivity and improve overall health and well-being.Job SummaryWe are looking for a Customer Experience Representative to liaison between ComPsych and our healthcare providers and clients in a call center environment.

The successful candidate will be able to accept ownership for effectively resolving customer issues, complaints and inquiries, ensuring complete client satisfaction.ResponsibilitiesGain full understanding of Employee Assistance Programs and Managed Care products and transfer knowledge into satisfying our caller’s needs and concernsAllow the caller to express their needs, concerns, and questions without interruptionListen effectively to identify and respond to the needs of the caller while remaining empathetic and assuring in matters of behavioral healthRead, comprehend and explain behavioral health benefits in a clear, concise and professional mannerRespond to call by providing correct benefit and status information while remaining professional and empathetic at all times.

Information may include transferring or referring the caller to the appropriate department within ComPsych or conferencing the call with an outside partyMaintain the following consistently: an average call time of less than 4 minutes, after call work under 3 minutes, abandonment rate below 3%, resolve the customers issues, by remaining professional on the phone and end the call with the ComPsych closeDocument the call efficiently with detail into software databaseIdentify and research claim errors and appropriately send written adjustments to the Claims DepartmentEstablish and maintain strong relationships with Guidance Resources Unit, Care Management and Network Services team members within ComPsychPartner with other customer service and claim team members to respond quickly to customer needs consistently and positively in order to foster a team environmentJob QualificationsHigh School Diploma requiredBi-lingual Spanish preferredCustomer service inbound call center experience required; experience in insurance, benefits, healthcare, or human resources preferredKnowledge of CPT/ICD-9 preferredStable work history requiredComputer literacy in Microsoft Office Suite requiredBenefits and PerksFull benefits package, including Paid Time Off (PTO), medical, dental, vision, 401(k) with match, robust EAP, wellness program, and much moreCurrently implementing virtual interviewing and onboarding remotelyBeautiful office space located in the NBC Tower downtown Chicago, with great amenities including discounted parking, restaurant, and café (NBC Tower and ComPsych are taking all necessary precautions to practice safe social distancing within the building and on each of our office floors.)Free admission for employees and a guest to the Field Museum and Illinois Holocaust MuseumEOE/AA/M/F/Vet/DisabilityComPsych Corporation maintains a drug-free workplace.