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Customer Service Associate - Health Benefits

Our business continues to grow, and we are looking for Customer Service Advocates accustomed to a fast-paced environment. Our Advocates deliver a caring human touch to employees and businesses in need. Our team-based approach offers the Advocate an opportunity to support our customers in a variety of capacities. This position will primarily work the 2nd shift from 11am to 8pm EST, with some flexibility to meet business needs

Requirements:

• Valid NC / SC Life and Health Insurance License REQUIRED

Responsibilities:

• Deliver quality service to each caller and build positive relationships one interaction at a time
• Helps to reduce effort and counsel on next issue avoidance for customers requesting assistance.
• Responsible for engaging any operating area of the company or subject matter specialist to solve customer problems on the first contact.
• Assists in driving an excellent experience for new customers.
• Support incoming calls, email or web chat requests from employees and employers regarding account, claims, eligibility and payments issues and inquiries
• Review claim documentation and disposition based on IRS guidelines and customer Plan requirements
• Analyze and resolve exceptions resulting in eligibility updates received from customers
• Maintain member/provider confidence by helping to protect the confidentiality of information coming into and being disseminated out of the department according to HIPAA guidelines
• Meet and maintain departmental standards
• Document all calls in call tracking system and resolve issues with empathy

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