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Service Expert Specialist - Complaints and Grievances

Company: LogistiCare
Location: Garden Grove
Posted on: August 22, 2019

Job Description:

The Service Expert Specialist 2 works with customers, subcontractors and LogistiCare staff to ensure quality service. The Service Specialist 2 also establishes positive and effective working relationships with customers, providers and agencies to establish superior customer service and to reduce the number of official complaints. ESSENTIAL FUNCTIONS Records and initiates investigation of complaints, grievances and general issues via phone and all incoming communication channels Initiates corrective actions Work closely with other work streams to complete investigation Collects all necessary supporting information to accurately provide a resolution Monitors the complaint aging report in order to comply with turnaround requirements on resolution POSITION QUALIFICATIONS Competency Statement(s) Accurate - Ability to perform work accurately and thoroughly Communication, Oral - Ability to communicate effectively with others using the spoken word Communication, Written - Ability to communicate in writing clearly and concisely Customer Oriented - Ability to take care of the customers' needs while following company procedures Interpersonal - Ability to get along well with a variety of personalities and individuals Patience - Ability to act calmly under stress and strain, and of not being hasty or impetuous Reliability - The trait of being dependable and trustworthy Education High School Graduate or General Education Degree (GED) required Experience 2+ years customer service experience in a medical environment preferred Prior front office medical experience, medical case management and/or medical social work experience a plus SKILLS & ABILITIES Excellent customer service and proper phone etiquette skills Strong verbal communications, problem solving, time management and organizational skills Ability to effectively manage a high volume of work Ability to quickly learn new technology Ability to accurately type 35+ corrected words wpm Read and write English fluently Proficient in Microsoft Word, Excel and Outlook Ability to work independently or with a team a must Bi-lingual a plus WORKING CONDITIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Physical Requirements - Able to sit at and work on a computer for periods of time - Able to use the phone for periods of time - Able to lift up to 10 pounds and reach/bend to retrieve items in cabinets and shelves - Required to be at the work location to perform job functions - Ability to speak, hear and see for the assigned work day - Repetitive key stroke/data entry for the assigned work day - Ability to ambulate as needed for the assigned work day - Ability to meet the requirements of the Customer Service Representative job description WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. LogistiCare is an Equal Opportunity Employer. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, Garden Grove , Service Expert Specialist - Complaints and Grievances, Other , Garden Grove, California

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