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.