CUSTOMER SERVICE REPRESENTATIVE

Position Overview: We are seeking a detail-oriented Benefit Services Representative to join our team. In this role, you will handle inbound calls for verifying benefits and addressing inquiries from providers, members, and clients. You will maintain a strong understanding of health claims, coding, processing guidelines, plan designs, PPO networks, and all services provided by the Boon Chapman Team. Your ability to communicate accurate, courteous, and clear information will be essential in delivering exceptional customer service. Strong organizational and communication skills are crucial for success in this key position.

Key Responsibilities:

Communication Skills

• Handling Inbound Calls: Answer a high volume of inbound calls with a focus on rapid response according to agreed metrics.
• Customer Service: Maintain excellent communication with customers, providers, and other departments to ensure effective service.
• Professionalism: Display professionalism, efficiency, and courtesy in interactions with co-workers, supervisors, and clients.
• Issue Reporting: Advise the department or unit of potential issues by analyzing trends in call types.

Technical Skills

• Documentation: Log call information accurately as required.
• Software Proficiency: Utilize Microsoft Excel and Word effectively for various tasks.
• Form Completion: Complete forms for follow-up actions with other departments.

Problem-Solving Skills

• Inquiry Resolution: Research and resolve customer inquiries by providing accurate and timely responses.
• Issue Identification: Identify and report potential issues based on call trends and data analysis.

Teamwork and Collaboration

• Relationship Management: Maintain effective relationships with co-workers and supervisors.
• Meeting Attendance: Attend mandatory workshops and team meetings to stay informed and engaged.

Personal Development

• Skill Enhancement: Pursue personal development opportunities to enhance skills and knowledge relevant to the role.

Project Management

• Task Completion: Complete projects and tasks assigned by the manager in a timely and efficient manner.

Flexibility and Adaptability

• Additional Duties: Perform other duties as assigned to support departmental goals and operations.

Must Haves:

• Experience: At least 1 year in a call center environment.
• Attention to Detail: Essential for accurate data entry, documentation, and compliance with regulatory standards.
• Organizational Skills: Ability to manage multiple tasks, prioritize effectively, and meet deadlines consistently.
• Adaptability: Capacity to learn new systems, processes, and industry regulations quickly and effectively.
• Team Player: Demonstrated ability to collaborate with colleagues, share knowledge, and contribute positively to team dynamics.
• Problem-Solving Skills: Proven ability to identify issues, analyze data, and propose practical solutions to ensure operational efficiency.
• Customer Focus: Commitment to delivering outstanding service to clients, understanding their needs, and ensuring satisfaction.
• Communication Skills: Strong verbal and written communication abilities, including the ability to communicate complex information clearly and effectively.

Nice to Haves:

• Industry Experience: Previous experience in the insurance or healthcare industry, particularly in enrollment processes, would be advantageous.
• Technical Proficiency: Familiarity with specific software or platforms used in enrollment management, such as carrier portals and CRM systems.
• Analytical Skills: Ability to interpret data, identify trends, and make data-driven recommendations for process improvements.

Work Environment / Physical Requirements:

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.