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Customer Care Associate (BHJOB1435_24393)
at Astyra Corporation
Orlando, FL

Customer Care Associate (BHJOB1435_24393)
at Astyra Corporation
Orlando, FL

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Job Description

 Potential temp to perm based on performance and attendance.

Hours: 8:00 AM - 10:00 PM (Work hours depend on shift but they open at 8 am and end at 10 pm)

Our client is seeking an individual who actively listens and probes callers in a professionally and timely manner to determine the purpose of the calls.


  • Researches and articulately communicates information regarding member eligibility, benefits, EAP services, claim status, and authorization inquiries to callers while maintaining confidentiality.
  • Resolves customer administrative concerns as the first line of contact - this may include claim resolutions and other expressions of dissatisfaction.
  • Assists efforts to continuously improve by assuming responsibility for identifying and bringing to the attention of responsible entities operations problems and/or inefficiencies.
  • Assists in the mentoring and training of new staff.
  • Assumes full responsibility for self-development and career progression; proactively seek and participate in ongoing training sessions (formal and informal).
  • Comprehensively assembles and enters patient information into the appropriate delivery system to initiate the EAP, Care, and Utilization management programs.
  • Demonstrates flexibility in areas such as job duties and schedules to aid in better serving members and help achieve its business and operational goals.
  • Educates providers on how to submit claims and when/where to submit a treatment plan.
  • Identifies and responds to Crisis calls and continues assistance with the Clinician until the call has been resolved. Informs providers and members on the appeal process.
  • Leads or participates in activities as requested that help improve Care Center performance, excellence, and culture. Links or makes routine referrals and triage decisions not requiring clinical judgment.
  • Performs necessary follow-up tasks to ensure member or provider needs are completely met.
  • Provides information regarding the in-network and out-of-network reimbursement rates and states multiple networks to providers.
  • Refers callers requesting provider information to Provider Services regarding the professional provider selection criteria and application process.
  • Refers patients/EAP clients to the Care Management team for a provider, EAP affiliate, or Facility.


  • Must be flexible in scheduling and comfortable with change as customer service is an ever-changing environment.
  • Responsible for meeting call handling requirements and daily telephone standards as set forth by management.
  • Must agree with observe service for training and quality control.
  • Must be a proficient typist (avg. 35+ WPM) with strong written and verbal communication skills.
  • Must be able to maneuver through various computer platforms while verifying information on all calls.
  • Must be able to talk and type simultaneously.
  • Customer Service
  • High School(Required)
  • Associates Bachelors GED(Required)
  • Do not need to be Pharmacy Technicians
  • Need to have contact center/PDM experience


Company Description

Astyra Corporation is a staffing and consulting company that is locally owned and operated right here in the heart of RVA. Astyra offers a unique approach to solving the business challenges of its clients. After being in business for over 20 years, we have evolved and grown - smart ideas, ingenuity and never settling for failure are our hallmark traits. We are locals with a national presence and need a like-minded; client-focused professional who wants to make a difference every day.

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