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Role Description

This role involves providing the highest level of phone service and support to our customers in a timely manner.

• Handles both inbound and outbound communication with members and/or providers.
• Communicates with clients across multiple channels, including phone, email, and chat.
• Reviews member products and answers questions regarding products, current policies, adds/changes, resolving disputes, and processing transactions.
• Refers new product enrollment or changes to existing enrollment to a licensed agent.
• Addresses billing or service complaints and inquiries; forwards escalated issues to correct department for investigation.
• Documents all member interactions and comments in CRM software; maintains accurate notes describing every client contact.
• Continually maintains working knowledge of all company products and services.
• Educates members about managing their health and well-being so they can select the best benefit plan options and maximize the value of their health plan benefits.
• Builds trust with members across the healthcare life cycle and improves member retention.
• Meets performance goals and established KPIs in the areas of call quality, conversation effectiveness, member satisfaction, call volume and average handle times, attendance and schedule adherence.
• Attends and participates in team meetings, skill builders, training exercises.

Qualifications

• 2+ years of customer service or call center experience
• College degree preferred, but not required
• Excellent verbal and written communication skills
• Proficient computer skills including MS Word, Excel, Outlook, Teams
• Ability to multitask by listening, typing, speaking, and navigating multiple interfaces simultaneously
• Bilingual is a plus (Spanish bilingual employees receive an additional pay differential)

Benefits

• Company-paid health, dental, life, and disability insurance
• 401(k) with employer match
• Opportunity for professional development
• Work from home allowance and support
• Positive work environment

Compensation

$17.50–$18.50 per hour, based on experience and qualifications.