Training hours: 9:00am - 5:30pm EST
Regular hours: 10:30am - 7:00pm EST
$17/hour

SEE how you can make a difference! Be part of an innovative company that cares about its associates and helps members enjoy the wonders of sight through healthy eyes and vision.

Versant Health provides vision care to 37 million members nationwide! To ensure your continued success we provide opportunities for advancement and development. Our associates remain engaged through a comprehensive compensation and benefits package which includes health and dental insurance, tuition reimbursements, 401(k) with company match, pet insurance and FREE vision insurance for you and your family.

Scope and Purpose of Position
The Customer Service Representative I responds to customer service inquiries including, but not limited to benefit information, and timely fulfillment of requests for Versant Health Membership, Providers and Client Representatives. Acting as a liaison with internal and external Versant Health business partners to provide an exceptional customer service experience.

Essential Functions

• Responsible for providing exceptional customer service, while answering incoming Member and Provider telephone inquiries in a manner that is always respectful and courteous
• Proficient use of proprietary administration systems to respond to customer inquiries and requests adhering to defined customer service standards.(ex. knowledge of in/out of network co-pays, non-plan allowances/retail value as well as the various network relationships)
• Ability to identify and satisfy unique eligibility circumstances (e.g. Member not on file, Member termed and/or split benefits etc.)
• Act as a liaison coordinating efforts between, Member, Provider, Client Representatives and the manufacturing facilities
• Flexibility in work schedule as business needs require
• Ability to identify and perform requirements relative to specialty services (including but not limited to student proof, prior approval, medically necessary contacts, special voucher/authorization processing, and requesting enrollment cards as well as out-of-network requirements) and/or order entry
• Mentor perspective associates and new associates during initial instruction. This involves providing feedback to the hiring management team and trainer
• Ability to probe and identify the critical content of inquiries and route caller as appropriate. Achieve and maintain individual Key Performance Indicators (e.g. quality, adherence to schedule) at acceptable departmental levels while supporting organizational performance measures
• Perform in adherence to the company core values including but not limited to privacy, confidentiality and proprietary company policies and procedures (i.e. HIPAA)
• Participate in any/all training and educational activities necessary to fulfill at least the minimum requirements as specified within your departmental goals. This is in addition to, the completion of any activities necessary for the maintenance of professional affiliations or organizational requirements
• Responsibility for reviewing educational notifications and remaining current on procedural changes
• Regular reliable attendance is required
• Career opportunity with additional training in skills for higher level position which will be considered minimal qualifications should open positions become available

Education & Experience

• Minimum High School Diploma or GED
• Minimum 1 year of related experience
• Knowledge and experience in the insurance, health, or vision care industry preferred
• Proficiency in Microsoft Office

HIPAA & Security Requirements
All Associates must comply with the Health Insurance Portability Accountability Act of 1996 (HIPAA) as it pertains to disclosures of protected health information (PHI) as described in the Notice of Privacy Practices and HIPAA Privacy Policies and Procedures. As a component of job roles and responsibilities, Associates may have access to covered information, cardholder data or other confidential customer information which must be protected at all times. As a result, Associates must explicitly adhere to all data security guidelines established within the Company’s Privacy & Security Training Program

We take pride in our recruiting process and follow a merit-based employee recruitment practice with extensive screening steps. We will never request money from candidates who seek employment with us and will never ask for any payment as part of the recruitment process.

We provide equal employment opportunities (EEO) to all associates and applicants for employment without regard to race, color, religious beliefs, age, sex (including pregnancy), sexual orientation, gender identity or expression (including transgender status), national origin, ancestry, status as a protected veteran or disabled veteran, physical or mental disability or history of disability, genetic information, marital status, or any and all other categories protected by under applicable Federal, state or local law.

This policy extends to all associates and to all aspects of the employment relationship. Any associate who violates this policy will be subject to disciplinary action up to and including termination


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