Health Care industry is preferred. Bilingual professionals are greatly desired.
Position Responsibilities:
• Handle inbound customer calls or e‐mail requires for assigned customer, providing a single point of
contact for the specific transaction or issue
• Act as the single point of contact for assigned members in order to facilitate and/or
expedite interactions within the company
• Initiates customer contact to ensure satisfaction with service provided
• Thoroughly researches assigned ticket issues and takes appropriate action to resolve and meet
turnaround time requirements and quality standards
• 80%+ amount of time spent telephonically
• Develop tickets requiring additional information in order to make a final determination on the disposition
• Update and maintain information in Fortuna account database
• Assist management with special projects, as needed
• Other duties as assigned
Skill Requirements and Preferences:
• Experience/knowledge of healthcare industry, preferred
• Ability to identify problems, analyze alternative solutions and take action necessary to resolve issue
• Good organization skills
• Good diction, voice quality and clarity of speech
• Must be able to communicate effectively through oral and written methods to members, providers and
internal customers
• Ability to work flexible schedule
• Ability to work overtime as necessary
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