HealthLock Customer Service Representative

HealthLock is a leading provider of healthcare management solutions, leveraging our HealthLock Healthcare Experts, advanced analytics, and tailored technology solutions. As a direct-to-consumer brand, HealthLock aims to simplify medical claims complexity and empower consumers to navigate the healthcare landscape effectively. With a commitment to exceptional service, our team of experts ensures that members receive optimal support at every step. We are seeking an entry-level individual who shares our mission of revolutionizing healthcare affordability and simplicity.

Key Responsibilities:

• Maintain exemplary customer service standards to attract and retain members.

• Address member inquiries via phone, email, chat, and SMS promptly and professionally.

• Handle inquiries, issues, and complaints in a timely manner.

• Manage high volumes of inbound and outbound contacts, including simultaneous interactions.

• Utilize case management tools to track, document, and resolve customer cases efficiently.

• Distribute literature on company products as needed.

• Keep customers informed about the status of their inquiries and triage accordingly.

• Resolve customer issues and fulfill needs in a courteous and efficient manner.

• Maintain accurate customer records and update notes accordingly.

• Provide quotes and process payments, including credits and debits.

• Support team members and foster a positive and supportive work environment.

• Meet or exceed company expectations for productivity and accuracy consistently.

• Perform other duties as assigned.

Qualifications:

• High school diploma or GED equivalent required; relevant college courses or degree preferred.

• Minimum of 2 years of customer service experience; 3-5 years preferred.

• Professional and/or personal experience with healthcare costs and Explanation of Benefits is advantageous.

• Contact center experience required.

• Customer retention experience is preferred.

• Proficiency with CRM systems is desirable

• Strong customer service and interpersonal skills.

• Excellent oral and written communication abilities.

• Exceptional organization and time management capabilities.

• Ability to prioritize tasks effectively and manage multiple projects.

• Proficiency in navigating multiple computer screens and programs.

• High level of integrity and professionalism.

• Proficient in PC skills, including Windows-based applications.

• Strong analytical and critical thinking skills.

• Team-oriented mindset.