FHCP Customer Service Representative — Titusville, FL: Professional Overview

Contents

1 FHCP Customer Service Representative — Titusville, FL: Professional Overview

Working as a customer service representative (CSR) for FHCP in Titusville, Florida requires a blend of clinical-benefit knowledge, regulatory compliance, and local community awareness. FHCP (see https://www.fhcp.com for corporate and member resources) administers Medicare, Medicaid, and commercial plans in Brevard County and surrounding areas; a CSR in Titusville typically handles eligibility verification, benefit explanation, claims status, prior-authorization intake, provider referrals, and member complaints. Titusville sits in Brevard County (area code 321) with a city population of approximately 48,000 (2020 U.S. Census) and a county population near 600,000, which shapes demand patterns for health-plan customer support.

In practice, Titusville CSRs balance inbound member calls with secure messaging and occasional outreach for care coordination. Shifts commonly align with business hours (for example, 8:00–5:00 Monday–Friday) but many health plans including FHCP have extended-hour lines, weekend coverage, and telework options introduced since 2020. Successful representatives are fluent in local service networks (urgent care, community health centers, behavioral health resources) and can route calls to on-the-ground partners while remaining compliant with HIPAA and CMS guidance.

Day-to-day Responsibilities and Operational Metrics

An FHCP CSR in Titusville typically answers 50–90 member contacts per day (phone + secure messages), with average handle time (AHT) targets between 6–9 minutes for standard benefit calls and up to 20–30 minutes for complex authorizations or appeals. Primary duties include confirming member identity, interpreting plan benefits (copays, prior-authorization rules, copay maximums), completing service requests in the plan’s CRM/EHR interface, and documenting every interaction with timestamps and decision rationale. Accurate note-taking is essential because 60–80% of follow-up actions depend on previously documented steps.

Performance is measured with industry-standard KPIs: first-call resolution (FCR) target often sits at 75–90%, customer satisfaction (CSAT) goals commonly exceed 80–85%, and adherence to service-level agreements (SLA) is typically 80% of calls answered within 30–60 seconds. Back-office metrics include average speed of answer (ASA), occupancy (target 65–80%), and shrinkage (planned out-of-seat time) near 25–35% for typical teams. These numbers guide staffing forecasts and workforce-management scheduling across peak periods (e.g., open enrollment months or flu season).

Key Skills, Tools, and Certifications

Regulatory and compliance: mandatory HIPAA training (1996 Health Insurance Portability and Accountability Act) and annual refreshers; familiarity with Medicare Parts A/B/D rules and state Medicaid enrollment/termination policies.

Technical skills: CRM/EHR experience (commonly Epic, Netsmart, or proprietary FHCP systems), 35–45 words per minute data entry, and basic claims/EDI literacy (claim formats such as 837/835 when escalating to claims teams).

Customer metrics: aim for AHT 6–9 minutes, FCR 75–90%, CSAT ≥85%; target schedule adherence above 90% and documented quality audits 95%+ accuracy on sampled calls.

Professional credentials: AHIP (America’s Health Insurance Plans) certification strongly preferred; 1–3 years’ relevant healthcare customer service experience typical for entry-level CSR roles; supervisory or clinical background required for escalation/triage roles.

Training, Onboarding, and Compliance Requirements

Onboarding for FHCP CSRs generally spans 4–8 weeks: two weeks of foundational classroom or virtual training (plan products, benefit structures, regulatory basics), followed by 2–6 weeks of supervised queue work with call monitoring and calibrated feedback. Training content includes FHCP-specific processes, member privacy (HIPAA), fraud-waste-and-abuse detection, cultural competency (Spanish-language support in Brevard County is often required), and the plan’s escalation matrix for clinical, social services, and legal issues.

Compliance is non-negotiable: CSRs must pass background checks and complete annual compliance attestations; for Medicare work, CSRs must demonstrate knowledge of beneficiaries’ rights and Medicare marketing rules. Employers typically document training completion in the employee file with dates and trainer signatures; audit windows are often six months to one year where QA teams review a statistically significant sample of calls for quality assurance and compliance adherence.

Compensation, Scheduling, and Local Practicalities in Titusville

Compensation in Titusville for healthcare CSRs varies with experience: as of 2024, typical hourly pay ranges from $15.00–$24.00 per hour (roughly $31,000–$50,000 annually), with team leads and specialty-claims/clinical triage roles paying higher. Benefits packages often include medical, dental, vision coverage, retirement plans (401(k) or similar) with employer match, paid time off (10–20 days/year depending on tenure), and tuition reimbursement for related certifications. Remote or hybrid schedules became more common after 2020; however, certain roles (in-office claims handling or sensitive-document processing) may still require on-site presence.

Scheduling considerations for Titusville CSRs should account for local traffic corridors (US-1 and I-95 commute patterns) and mission-critical calendar events: open enrollment windows (typically in the fall for Medicare Advantage/Part D and annual Employer/Marketplace cycles) create predictable spikes in call volume. Recruiters and managers often use part-time, seasonal, and cross-trained float pools to absorb these surges while keeping average weekly hours predictable for full-time staff.

Applying, Interview Preparation, and Local Contacts

To apply, start at FHCP’s careers portal (https://www.fhcp.com/careers or the careers link on the main site) and upload a resume that quantifies outcomes (e.g., “answered 80 inbound calls/day, maintained 88% CSAT”). Expect a multi-stage interview process: phone screen (15–30 minutes), virtual or in-person panel (30–60 minutes), and a skills assessment (typing speed, scenario-based member interactions). Be prepared to provide two valid forms of ID for I-9 verification and consent to a background check and drug screen if required by the employer.

For local inquiries in Titusville, use the main FHCP website to find location-specific contact details and verify office hours. If you are a member, the fastest route to service is the number printed on your member ID card; for general recruitment or vendor questions, the FHCP careers page and corporate HR contacts listed at fhcp.com provide the most reliable, up-to-date phone numbers and addresses. Prepare for the interview by bringing concrete examples of difficult member interactions, metrics you improved, and questions about training duration, career progression, and telework policy for the Titusville team.