Customer Service Rep

Get To Know Us!

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30 years of experience building unique benefit solutions and managing customized health plans.

What is your impact?
The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.

Key position details:

• In office at 19100 Ridgewood Pkwy San Antonio, TX 78259
• $18.00 per hour Benefits
• Full time position
• Training Hours: Monday to Friday 8:00am to 4:30pm CST
• Work Hours: Monday to Friday between the hours of 8:30am-5:00pm CST

What Will You Be Doing:

The essential functions listed represent the major duties of this role, additional duties may be assigned.

• Answer questions from providers and members about benefits and eligibility, while ensuring communication remains courteous and respectful at all times.
• Maintain a high accuracy level by providing complete and accurate information at all times.
• Document notes of each call to ensure all information is saved correctly.
• Abide by all Customer Service Goals as set by the Manager of the department.
• Ensure adherence of Customer Service metrics:
  * Average monthly After Call Work (AUX) time
  * Average monthly hold time
  * Average monthly staff time
  * Average monthly talk time
  * Average monthly quality
• Handle call backs and escalations:
• Escalate calls to the necessary department when appropriate.
• Make callbacks to customers as needed.

Qualifications:

• 0-1 years related work experience
• Inbound call center experience in the health insurance industry.
• High school diploma or GED
• Excellent verbal and written communication skills are required.
• Qualified candidates should have a professional phone voice.
• Must possess good, basic computer and typing skills.
• Able to demonstrate proficiency in Microsoft Office (specifically Word, Excel and Outlook)

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Income protection benefits: life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits available and a comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands:

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.
  

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to creating a diverse, inclusive and equitable culture for our employees and communities.