MPF Federal is hiring a (Late Start) Remote Customer Service Representative to deliver essential support to Veterans and Providers. In this structured, production role, you will provide excellent customer care while verifying benefits and ensuring strict patient confidentiality, all from a remote home workspace.
What You'll Do
- Provide excellent Customer Care to our Veterans and Providers
- Answer incoming phone calls, identify customer needs, and perform outreach as required
- Ask appropriate questions and actively listen to identify specific issues, documenting information in computer systems
- Assist customers in navigating websites and encourage self-sufficiency with our tools
- Respond to In-Network provider questions to verify Veteran benefits
- Ensure patient confidentiality when handling all health information and records
- Research complex issues across multiple databases, navigating systems and confidently engaging callers
- Communicate all issues with leadership
- Respond to or refer incoming calls in a prompt, pleasant, and professional manner
- Remain in the call queue at all times unless permission to leave is approved
- Process requests in a timely fashion
- Work effectively in a structured, production environment
- Adhere to daily schedules and assignments
- Identify and improve policies and processes
- Participate in ongoing quality improvement for Veteran and Provider interactions
- Maintain strict member and company confidentiality
- Perform other related duties as assigned
What We're Looking For
- High School Diploma / GED (or higher)
- Ability and flexibility to work any 8-hour shift between 6am-7pm CST, Monday – Friday
- 2+ years of experience in a medical or health insurance environment (e.g., claims processing, provider office, appointment scheduling)
- Knowledge of medical terminology (provider specialties, ICD/CPT codes, etc.)
- Proficient in the Microsoft Office suite
- Must have a dedicated, distraction-free home workspace with a door
- Ability to multi-task
- Metric-focused with the ability to consistently meet productivity standards
- Typing speed of 35 WPM to qualify for Soft Skills
- Excellent verbal and written communication skills, including strong telephone etiquette and interpersonal skills
- Engaging and outgoing personality
- Strong customer service skills
- Solid organizational skills, flexibility, time management, and attention to detail in a goal-oriented environment
- Experience in a related environment using phones and computers as primary job tools
- Must be computer savvy, able to maneuver between multiple windows and systems, and create/edit documents in Microsoft Word, Excel, and Outlook
Nice to Have
- Past customer call center experience
- Past experience working in a metric production-based environment
Technical Stack
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
Benefits & Compensation
- Medical benefits
- PTO
- Holiday pay
- Compensation starting at $15.00 per hour (depends on a variety of factors and SCA determination)
Work Mode
This is a fully remote position.
MPF Federal is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or on the basis of disability.
