Birdsong Hearing Benefits™ LLC, (BHB) is a hearing benefits manager that views hearing care as total care.  We provide Medicare Advantage, including all lines of business in government programs, along with commercial solutions for the most under-utilized supplemental benefit: Hearing.
 
The Customer Service Representative (CSR) plays a vital role in shaping the service experience for both members and providers by addressing inquiries and resolving issues through phone, internet, or written communication. These inquiries range from basic questions to more complex concerns.
 
The CSR actively engages with members and providers, offering personalized support based on each individual's needs, preferences, and level of understanding. Using available tools and resources, the CSR helps guide customers along a clear and informed path of care.
 
Through empathy, expertise, and effective communication, the CSR is committed to delivering an exceptional service experience that builds trust and satisfaction among members and providers alike.
 
This position follows a hybrid work model, requiring on-site presence at our Sterling Heights, MI office two (2) days per week and offering the flexibility to work remotely the remaining three days. Specific in-office days may be designated by the department based on business needs.

- Handle incoming calls, emails, chats, and other communication channels in a professional and courteous manner, including escalated calls, resolving more complex issues in an efficient manner.
- Answer incoming phone calls from customers and identify the type of assistance the customer needs (i.e. benefit and eligibility, billing and payments, authorizations for treatment and explanation of benefits (EOBs)
- Make outbound calls to customers for follow-ups, surveys, etc
- Maintain detailed and accurate records of customer interactions in CRM systems and other databases
- Intervene with care providers on behalf of the customer to assist with appointment scheduling or connections with internal specialists for assistance when needed.
- Assist customers in navigating websites and encourage and reassure them to become self-sufficient.
- Own problem through to resolution on behalf of the customer in real time or through comprehensive and timely follow-up with the member
- Research complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issues.
- Provide education and status on previously submitted pre-authorizations or pre-determination requests.
- Meet performance indicators (KPIs), including response time, resolution time, quality assurance scores, customer satisfaction, and attendance.

- 1+ years of Customer Service Representative (CSR) experience OR 1+ years of experience in an office setting, call center setting or phone support role.
- Computer proficiency in windows-based applications. 1+ years working with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.
- High school diploma or equivalent GED required or higher education preferred
- All new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the material.
- Ability to work full-time, Monday - Friday between 8:00 am – 5:00 pm including the flexibility as shift times may change and the ability to work occasional overtime as needed.
Other Personal Characteristics and Experience
- Active listening, empathy, and conflict resolution abilities
- Team player with a positive and professional attitude
- Knowledge of Phone Etiquette
- Strong organizational skills, attention to detail and accuracy
- Ability to work effectively in a team environment and adapt changing priorities, be responsible and reliable.
- Ability to multi-task duties as well as the ability to understand multiple products and multiple levels of benefits within each product.
- Ability to work regularly scheduled shifts within our hours of operation including the training period, where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as needed.
This role works out of the office but may be asked to work at home and/or be remote at times. You will need the following when working from home:
- Reliable and secure Internet Service Provider at home (no public WiFi) for duration of working hours
- Sufficient room to set up a laptop, monitors, keyboard and mouse
- Comfortable space to work for duration of working hours
- Quiet, private and secure space in which to work
 
What we have to offer:
Medical, dental, prescription, and vision benefits
24/7 virtual medical care
Employee Assistance Program for you and your family
401(k) with company match
Company-paid life insurance
Supplemental insurance for yourself, your spouse/partner, and your children
Short-term and long-term disability insurance
Pre-tax Health Savings Account and Flexible Spending Accounts for Health Care or Dependent Care
Pet Insurance
Commuter accounts
 
The Company is an Equal Opportunity / Affirmative Action employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.
 
The pay range for this position is expected to be between $18.22 to $21.44 per hour; however, while the salary range is effective as of the date of this posting, fluctuations in the job market may necessitate adjustments to pay ranges. Further, final pay determinations will depend on various factors, including but not limited to experience level, knowledge, skills, and abilities. The total compensation package for this position may also include other elements, such as bonus, commissions, or discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. 
 
 
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