Claims/Customer Service Representative

Unfortunately this product has been discontinued, updated, and replaced with the Customer Service Phone Solution.

For alternatives to this and other discontinued assessment products click here.

The Claims/Customer Service Representative (formerly the Healthcare Insurance Claims/CSR Solution) is for entry-level customer service positions in an inbound or outbound healthcare call center environment.

The 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.

What It Was Best Used For

• Vetting Entry-Level Roles: Ideal for screening applicants for positions like Call Center Agents, Customer Service Representatives, Contact Center Representatives, and Collections Agents.
• Measuring Service Orientation: Evaluating a candidate’s focus on meeting customer needs, including their tone, use of appropriate language, and ability to provide direct solutions.
• Testing Tactful Problem Solving: Assessing how well an individual gathers information from customers and systems, handles workplace ambiguity, and clearly explains resolutions.
• Isolating Data Entry Agility: Measuring both the speed and accuracy of a candidate when listening to and recording customer information.
• Predicting Call Center Retention: Reviewing background characteristics, attitudes, and judgments that statistically align with longer employee tenure in call center environments.

It was legal for use in Canada.

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

Knowledge, Skills, Abilities and Competencies Measured by the Claims/Customer Service Representative

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.