Customer Service

Customer Services Representative :

Under minimal supervision, the Customer Care Representative interprets provisions of existing policies, provides information to Agents, Policyholders, Employees and Claimants via telephone communication regarding policy coverage, premiums, status and current company procedures.

Duties and Responsibilities:

Provides information on in-force products to Agents, Policyholders and Employees.
Resolves with customers a wide variety of problems.
Maintains a log of incoming calls from customers and field personnel.
Follows up on telephone inquiries.
Completes specific projects relating to policies.
Understand the process for address and correspondent changes
Provide assistance with questions on SmartChoice, VIP and other products as they become available.
All other duties as assigned.
Education, Qualifications and Experience:
High School Diploma, or equivalent, required. Relevant Associates Degree highly preferred.
Bilingual (English/Spanish) strongly preferred.
Minimum of 5 years relevant experience in high volume service environment.
Must have knowledge of Group Administration, Individual Administration and be familiar with basic claim processing.
Excellent judgment and problem solving skills.
Excellent telephone etiquette, excellent communication skills and handle customer complaints and problems in a timely and courteous manner.
Must be able to interpret Group and Annuity insurance contracts.
Strong follow through and organizational skills.
Adaptable to a quick pace with highly developed time management skills.
Self-motivated.
Possess strong people skills and highly service oriented.
Must be able to handle irate callers with skill.
Must work well in a multi-task, team-focused environment.
Personal Computer knowledge and Windows and Excel.

Job Summary

As a Customer Service Representative in the Navigation Center/Appointment Line, you will be responsible for welcoming and processing all patients and clients to ensure a positive experience. This role calls for outstanding customer service as you will be in charge of scheduling patient appointments to include reminders, reschedules and cancellations. You will be required to maintain patient records and other documentation related to billing and collections.

High School diploma or equivalent is required. A minimum of one year experience in a call center environment along with experience in an ambulatory clinical setting.

Employee benefits include:

Competitive Benefits Package
Bereavement Leave
Voluntary Life Insurance
Employee Assistance Program
Prescription Services Discounts/Delivery
Prescription Mail Order
Flexible Spending Accounts
403(b) Plan
Employee Wellness and 401k plans
Paid Time Off and Holidays with Generous Company Discounts