Customer Service Representative - Social Care Network (SCN)

Outsourcing Staffing Advantage is seeking a Customer Service Representative who serves as the primary point of contact for members, providers, vendors, and community partners contacting the Social Care Network (SCN). This position is responsible for providing exceptional customer service, responding to inquiries, resolving concerns, documenting interactions, and ensuring that all calls are handled professionally and efficiently.

Responsibilities

• Answer incoming telephone calls in a courteous, professional, and compassionate manner.
• Respond to questions regarding SCN services, eligibility, referrals, and program processes.
• Serve as the primary contact for member concerns, complaints, and service-related issues.
• Document all customer interactions accurately and completely.
• Escalate complex issues to the appropriate SCN staff member for resolution.
• Follow up with members, providers, vendors, and referral sources as needed.
• Maintain a high level of professionalism and confidentiality at all times.
• Receive and document member complaints.
• Coordinate with internal departments and vendors to investigate concerns.
• Monitor complaints through resolution and ensure timely follow-up.
• Maintain records of complaints and resolutions in accordance with program requirements.
• Perform general clerical and administrative duties in support of the SCN program.
• Assist with data entry