Customer Service Trainee
The Customer Service Trainee (CST) is an entry-level position that introduces the trainee to the role and responsibilities of a Customer Service Representative. The CST will gain an in-depth knowledge about the Plan’s products as well as company and department values of service excellence through classroom and on-the-job training, mentoring, and through the CST’s commitment to learn and implement these values and policies.
The CST successfully completes a training program comprised of classroom and on-the-job training that provides the CST with the technical knowledge and customer service skills needed to accurately answer most member and provider questions in all product lines.
CST’s receive ongoing mentoring from Senior Customer Service Representatives to develop strong customer service skills. CST’s are expected to provide accurate, prompt, and courteous responses to phone, written and face-to-face inquiries and to consistently provide outstanding customer service. Some examples of such inquiries include contract benefits questions and requirements, membership issues such as eligibility, claim adjudication logic, coordination of benefits, underwriting guidelines, and internal policies and procedures. CST’s are expected to a level of call volume and quality goals as set forth in the Customer Service Career Pathing Guidelines. Successful achievement of these goals will help enable to CST to transition to a Customer Service Representative position.
- One to two years of customer service experience, preferably in a health insurance or health care setting
- Strong computer skills including, aptitude for learning new software programs
- The ability to problem solve
- High school diploma or equivalent is required