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Call Center Representative

Louisville, Kentucky

Job ID: 8919 Category: Professional

Our Client is seeking a phone specialist who will address and resolve agent and partner concerns.  If necessary, report your findings to the appropriate business areas to drive process and product enhancements.  If you enjoy a fast paced environment with friendly staff, this may be for you!


  • Contractors will be agent support.  They will be taking inbound calls from licensed insurance agents.
  • MUST be able to work a flex shift between 8:00 a.m. and 9:00 p.m. EST
  • This position is in the "clock tower" at 123 E. Main St. 
  • Contractor will take 35-45 calls per day - Really skilled agents take up to 85 calls per day.
  • Environment:  Each contractor will have their own cube, computer etc.  There are production leads dispersed around the floor to assist agents during calls. 
  • Position goes through Dec. 22nd but could be longer.
  • Respond to barriers to perfect service in a consistent fashion, adhering to all regulatory requirements and internal processing timelines and guidelines
  • Collect, analyze and interpret trend information to address and resolve pre-enrollment inquiries and other Agent needs
  • Build our Clients brand image with agents and brokers by providing effective and efficient service
  • Triage all incoming authorizations, coordinate authorizations with Healthcare Finder, nurse, and monitor authorizations.
  • Identify and direct beneficiaries to the most appropriate, cost effective medical care.
  • Processes request for authorization according.



  • Comprehensive knowledge of customer service standards
  • Multi-tasking skills (i.e. typing while on the phone with an agent)
  • Fluent typing skills a must
  • Ability to stay on task in a busy call center environment
  • Must maintain a high level of emotional intelligence at all times
  • Capacity to be punctual and reliable in role
  • Minimum of High School Diploma or equivalent
  • Fluent in English for both speaking and reading.
  • Excellent communication skills.
  • Commitment to offering quality service to internal and external customers.
  • Ability to respond quickly and proactively to customer queries.
  • Demonstrated teamwork through flexibility and reliability; superior customer service skills
  • Ability to adapt to varied situation and exercise sound judgment.
  • Minimum HS Diploma, post-secondary or equivalent call center experience, or equivalent required.
  • Call center experience may be required.
  • Attention to detail.
  • Proven ability to quickly learn new systems and processes.


Role Desirables

  • Associate’s or Bachelor’s Degree
  • Previous call center or customer service experience
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