Healthcare Insurance Claims/CSR Solution

For entry-level customer service positions in an inbound or outbound healthcare call center environment.

Description

The Healthcare Claims/Customer Service Representative solution is for entry-level customer service positions in an inbound or outbound healthcare call center environment. Sample tasks for this job include, but are not limited to: monitoring overdue accounts to update status; calling customers with overdue accounts; and persuading customers to pay their overdue accounts. Potential job titles that use this solution are: Call Center Agent, Customer Service Representative, Contact Center Representative, and Collections Agent.

Job Levels: Entry Level
Localizations Available: US English
Number of Questions: 65
Recommended Time: 43 minutes
Number of Sittings: One or Two
Designed for Unproctored Environment: Yes
Question Format: Simulation, Multiple Choice,

Two Sitting Version:

Average Testing Time (minutes): Screening: 38 minutes Selection: 44 minutes
Maximum Number of Questions: Screening: 191 items (161 items on average) Selection: 73 items Number of Sittings: Two
Designed for Unproctored Environment: Screening: Yes Selection: No
Question Format: Simulation, Multiple choice, Multiple choice – adaptive

Knowledge, Skills, Abilities and Competencies Measured

Contact Center Retention: This measures a candidate’s background, experiences, attitudes, judgments, and opinions that are associated with increased job tenure in entry-level contact center positions. This is reported as a separate score on the score report and is not included in the Overall Score.

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately.

Professional Potential: This is a measure of the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

Two Sitting Version:

Screening (Unproctored)

Working with Information: This measures the ability to efficiently and effectively use numerical and analytical reasoning to gather information and solve real-world problems.

Patient Focus: This measures the tendency to show persistent enthusiasm when interacting with customers. This trait is characterized by: apologizing sincerely for inconveniences, being patient, tolerating rude customers calmly, and searching for information or products for customers.

Achievement: This measures a candidate’s tendency to set and accomplish challenging goals, while persisting in the face of significant obstacles. This trait is characterized by: working hard; taking satisfaction and pride in producing high quality work; and being competitive.

Influence: This component measures the tendency of a candidate’s effectiveness in directing and influencing others. This trait is characterized by: persuading and negotiating effectively with others; influencing others’ decision-making; and coordinating others’ efforts to accomplish work.

Reliability: This measures a candidate’s responsibility for his/her own actions and a commitment to performing assigned tasks. This trait is characterized by: reliability; proactive involvement in work; and a dedication to complete even the most mundane tasks.

Contact Center Retention: This measures a candidate’s background, experiences, attitudes, judgments, and opinions that are associated with increased job tenure in entry-level contact center positions. This is reported as a separate score on the score report and is not included in the Overall Score.

Selection (Proctored)

Navigation: This measures a candidate’s interactions within a realistic contact center environment by providing a workspace that simulates multiple customer service-based applications running on a Windows desktop simultaneously.

Service Orientation: This measures a candidate’s tendency to focus on meeting customers’ needs in a simulated telephone call context. This includes the tone and language used to respond to customers’ questions, apologizing when appropriate, and providing solutions that directly relate to customers’ requests.

Tactful Problem Solving: This measures a candidate’s tendencies to engage in problem solving with customers in the context of simulated telephone calls. This includes acquiring necessary information from both customers and systems to understand the nature of the problem, working through ambiguity to determine the correct answer, and tactfully explaining the resolution of the situation to customers.

Data Entry Speed: This measures a candidate’s ability to listen to and record information received from customers quickly.

Data Entry Accuracy: This measures a candidate’s ability to listen to and record information received from customers accurately.

Multitasking Preferences: This measures a candidate’s preference for engaging in multiple tasks simultaneously, such as talking to customers on the phone while at the same time looking up information on a computer system.

Conscientiousness: This measures the tendency to be aware of and follow company policies and procedures, including: working in an organized manner, returning from meals and breaks on time, and working when coworkers are not working.

Professional Potential: This is a measure of the tendency to have potential for professional success across industry type and functional area. This is characterized by scores that are derived from responses to questions regarding academic and social background, and aspirations concerning work.

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