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Customer Service Representative in Nashville, TN at KEPRO

Date Posted: 3/13/2018

Job Snapshot

Job Description

KEPRO is a rapidly growing national quality improvement and care management organization. We work to ensure that over 1 billion people receive the right care, at the right time, in the right setting. KEPRO is seeking experienced and highly professional customer service representatives, in Nashville, Tennessee.

                                                   Intake/Customer Service Representatives

Provide customer service in a call center environment.  Communicate with a wide variety of external contacts including employees, health care providers, and designated client contacts.  Accept ownership of service issues and provide timely, accurate and thorough resolution. 

  • Completes work associated with application intake and case processing, reporting, and data entry
  • Identifies and authenticates callers or their authorized representatives in accordance with all established Federal/State authentication protocols
  • Timely resolution of customer's concerns/issues
  • Provide a record of customer's call through timely documentation in operating system
  • Provide member education and/or instruction specific to the service requested
  • Meets all established Service Level Performance Standards including:
    • Daily Maximum Speed of Answer
    • Daily Abandonment Rate
    • Daily Average Speed of Answer
    • Blocked Call Rate
    • Application processing task Accuracy and Completion Time
  • High school diploma or verifiable GED, required
  • Minimum 2 years customer service experience in a position that required ownership for resolution of customer's questions/concerns
  • Call center and healthcare experience preferred
  • Demonstrated Internet and web-based systems experience
  • Excellent written and verbal communication and conflict management skills
  • Ability to work in a fact-paced environment with multiple software applications; ability to multi-task and prioritize
  • Ability to work independently or as part of a team to meet customer expectations as well as internal and external standards
  • Must maintain confidentiality and adhere to HIPAA/HITECH
  • Ability to apply multiple criteria to service customers
  • Ability to recognize when a situation requires supervisory or management attention


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