• Professional Services
  • Pittston, PA, USA
  • $12.94
  • Hourly
  • Full Time

AMTIS offers a variety of benefits such as Vacation/Sick Time, Medical, Dental, Life, Vision, STD/LTD, 401(k), and Continuing Education Assistance.

Position Description:

AMTIS, Inc. Customer Service Representatives (CSR) support the Centers for Medicare and Medicaid Services by providing assistance to individuals who may wish to appeal prior determinations made in conjunction with the Affordable Care Act. CSRs will be addressing a variety of sensitive customer questions and issues within a secure call center environment. Discretion and the ability to effectively respond to customer concerns in a timely manner are key requirements of this role.

Required Qualifications:

  • High school diploma or equivalent. Education beyond high school diploma will substitute for experience.
  • Previous customer service experience with proven ability to reach specific objectives in a production environment is preferred. 
  • Ability to type a minimum of 25 wpm.
  • Ability to receive and utilize information from coaching and other feedback sources.
  • Ability to select or devise steps necessary to complete assignments; ability to adapt and interpret guides, manuals, or procedures to current tasks or projects.
  • Ability to identify possible issues and offer problem resolutions or improvements.
  • Ability to use various computer programs and applications, as well as various office machines such as personal computers and telephone systems, to fulfill job requirements.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
  • Respond to e-mails in a timely manner.
  • Handle incoming customer questions and inquiries.
  • Answer incoming phone calls.
  • Follow a script throughout phone calls in order to ensure uniform and high quality service to each caller.
  • Obtain customer information and a detailed description of their situation and grievance.
  • Evaluate callers' questions and provide relevant information.
  • Review files, records, and other documents to obtain information to respond to requests.
  • Check to ensure that appropriate changes were made to resolve customers' problems.
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Communicate with customers, employees, and other individuals to address complaints and/or to disseminate or explain information.
  • Refer unresolved customer grievances to designated departments for further investigation.
  • Adhere to service compliance requirements and follow security protocols.
  • Maintain a wide variety of records (stored both manually and electronically).

Work Conditions:

  • Work is primarily performed in an office environment.

This document is not intended to cover or contain a comprehensive listing of all job related activities, duties or responsibilities that are required of the employee. Due to the nature of the industry, job tasks may be changed as necessary to meet the needs of the customer.

AMTIS Inc. is an equal opportunity employer providing equal employment opportunities (EEO) to all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws.

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