Job Details
Customer Support Representative (Health Insurance/Benefits)
Folsom, CA
Summary
The Benefits Customer Support Representative (CSR) provides a high level of customer service in a call center environment. Provides support with questions regarding benefits and health care coverage.
Direct Hire position on first shift.
Responsibilities
- Works on site with consistent attendance.
- Answers telephone calls using the proper greeting.
- Listens to client s issues and clarifies the question or problem the client needs to find a resolution.
- Provides information necessary to resolve client s inquiry or problem.
- Explains information in layman s terms so that the client understands the information.
- Demonstrates a high degree of empathy and applies customer service techniques to de-escalate situations where the caller is extremely upset.
- Processes routine insurance changes such as adding dependent(s) or spouse, changing a doctor, and change of address.
- Researches appropriate documents such as Summary Plan Documents to quote benefit correctly.
- Researches information regarding claims.
- Logs all details into the system using proper notation during the call.
- Maintains a high degree of confidentiality and conforms to all applicable HIPAA provisions.
- Maintains excellent attendance and punctuality and adheres to schedule
Qualifications
- Excellent written and verbal communication skills.
- Outstanding customer support experience over the phone
- Must be dependable and maintain excellent attendance and punctuality
- Call center experience in a medical/benefits environment highly preferred.
- Medical/Benefits Experience highly desired.
- UR/Claims/COBRA/FSA/Eligibility Experience preferred.
- Strong analytical skills and problem-solving skills.
- Subject-matter expert within field.
- Ability to keep up with changes in information to Plan documents in order to quote benefits correctly.
- Ability to grow with changing demands of the position and the company.
- Strong computer skills, including Word, Excel, Outlook, and Power Point.
Education and/or Experience:
Must have Inbound Call Center experience or Medical and/or Insurance experience or a 4 year degree.
Excellent Benefits- Healthcare Premiums 100% paid for.