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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
