What are the responsibilities and job description for the Inside Group Health Customer Service Support Specialist position at Michigan Farm Bureau Family of Companies?
OBJECTIVE
Inside Group Health Customer Service Support Specialist Objective
To promote, support and enhance the effective sales and servicing of group health insurance offered by Farm Bureau Health Services a division of Community Services Acceptance Company (CSAC) (aka FB Partners Group), a brokerage agency. This role combines a high-level customer service with administrative and operational support in quoting, onboarding new groups, servicing existing clients and managing renewals. To provide support to the Group Health Inside Sales Agents, external Farm Bureau Agents and other health insurance partners.
RESPONSIBILITIES
Inside Group Health Customer Service Support Specialist Responsibilities
Customer Service & Plan Support
Maintain detailed and accurate documentation of all customer interactions in CRM or ticketing systems.
Explain plan benefits, eligibility, coverage, claims and provider network information clearly and accurately.
Troubleshoot issues related to billing, enrollment, ID Cards, and claims, ensuring timely resolution or escalation.
Guide employers and HR representatives through benefit offerings and administrative tools.
Renewal & Retention Support
Assist account managers or brokers with gathering renewal materials and communicating plan changes to clients.
Prepare renewal packets and support plan comparisons based on employer needs and budgeting.
Provide administrative Support for Plan changes, terminations, or group updates during renewal periods.
Monitor upcoming renewals and proactively follow up to ensure deadlines are met and coverage continues without interruption.
Process & System Support
Maintain up to date knowledge of plan designs, carrier guidelines, and industry trends.
Assist in developing and updating customer service resources, FAQ’s and documentation.
Support open enrollment processes, including group meetings, system updates and enrollment tracking.
Participate in training and cross functional initiatives to improve team performance
QUALIFICATIONS
Inside Group Health Customer Service Support Specialist Qualifications
Required
Bachelor’s degree in business or insurance required or equivalent experience may be considered.
Two years of experience in health insurance field preferred.
Michigan Accident & Health License Required at time of hire.
Note This is a remote position working from home in Michigan. It is required to work one day per month in the Farm Bureau Home Office located in Lansing, Michigan.
Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.
PM19
