What are the responsibilities and job description for the Customer Service Representative II position at Warner Pacific Insurance Services?
Overview Of Responsibilities
Primary duties may include, but are not limited to:
Primary duties may include, but are not limited to:
- Responsible for enrollment, billing activities and/or maintaining assigned accounts. Must be able to successfully perform all the duties of the CSR Rep I.
- Responds to incoming calls and may initiate outgoing calls, providing customer service to plan members, providers and employer groups by answering enrollment and general billing questions, resolving issues and educating callers.
- Verifies enrollment status, makes changes to records, researches and resolves enrollment system rejections; addresses a variety of enrollment questions and/or concerns received by phone or mail.
- Maintains the INFO email daily.
- Responds to inquiries concerning enrollment processes.
- Maintains customer Adhoc requests.
- Maintains and overseas the Debit Card such as entering claims, preparing Registers and Debit Card transactions but not limited to other Debit Card duties.
- Maintains and overseas the COBRA system such as processing NPMs/QBs , Carrier Notifications but not limited to other COBAR duties.
- Maintains the banking of the Employee and Group Level. Reviews of the ACH rejections & Non CRA bank changes
- Process renewals for HRA / FSA Products.
- Fully proficient in all key areas; performs most complex work.
- Resolves and responds to questions from customers, group administrators and brokers via, telephone and written communications.
- Applies knowledge to respond to inquiries. Interacts with other areas as necessary to resolve issues.
- Performs in-depth research to resolve inquiries for customers through direct coordination with group administrators.
- Initiates, monitors and provides follow-up to ensure timely resolution and closure to issues.
- Thoroughly documents inquiry outcomes for accurate tracking.
- Proactively takes necessary actions to prevent future problems from occurring.
- Recognizes system, process and workflow opportunities and offers alternatives for improvement.
- Performs in additional capacities within the organization; (Broker, Banking, Print Mail, Reporting, etc.).
- May act as a back-up for leads within the department.
- High School Diploma or GED.
- 1-3 years relevant healthcare customer servicing experience which includes at least 1 year membership experience with the company; or any combination of education and experience, which would provide an equivalent background.
- Hourly Range: $22.80 - $28.00 per hour.
- Actual compensation may vary from posting based on work experience, education, and/or skill level.
- * The hourly or salary range is the range Warner Pacific in good faith believes is the range of possible compensation for this role at the time of this posting. The Company may ultimately pay more or less than the posted range. This range may be modified in the future. No amount is considered to be wages or compensation until such amount is earned, vested, and determinable under the terms and conditions of the applicable policies and plans. The amount and availability of any bonus, commission, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole discretion unless and until paid and may be modified at the Company’s sole discretion, consistent with the law.
- We offer a range of market-competitive benefits that include merit increases, paid holidays, Paid Time Off, medical, dental, vision, short- and long-term disability benefits, 401(k) match, and life insurance.
- As an organization that values diversity of backgrounds, experiences, thoughts, and education levels, we know that an amazing candidate may not have all the qualifications that are listed above. Warner does not want to miss out on excellent candidates. If you believe you would be able to leverage your skills and strengths to meet our “Duties & Responsibilities” section, please apply! We look forward to hearing from you!
Salary : $23 - $28