JOB DESCRIPTION

Position Title: Customer Service Rep Department: Customer Service
Reports To: Office Manager

Job Summary: This position serves clients and plan participants within the health insurance industry. This position will identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, and written communication.

Job Duties:

Essential Duties and Responsibilities:

1. Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone and written communication.
2. Answer a diverse and high volume of health insurance related customer calls and correspondence on a daily basis.
3. Explain to customers a variety of information concerning the organization’s services, including but not limited to, benefits, changes in coverage, eligibility, claims, provider networks, etc.
4. Consult and coordinate with various internal departments, plans, and providers to obtain information and ensure resolution of customer inquiries.
5. Document and record facts in regard to inquiries and correspondence by updating WLT memos and call tracking system.
6. Other duties include auditing HRA/FSA transactions, issuing notices to plan participants regarding
HRA/FSA plans, and assisting the claims department.
7. Demonstrate and maintain current working knowledge of the required WLT system.
8. This position requires a full-time work schedule. Full-time is defined as working at least 30 hours or more per week (not to exceed 40).
8. Perform all other duties as assigned.

Required Work Experience:

• Minimum 2 years’ experience in health insurance, call center, medical office, or other healthcare related field.

• High School Diploma or GED in general field of study
• Intermediate to Advanced skill in use of office equipment, including copiers, fax machines, scanner and telephones.
• Proficiency in MS Office (Word, Excel, Outlook)
• Type 50-65 words per minute with 5% error rate or less
• Maintain confidentiality and privacy in accordance with HIPAA
• Practice interpersonal and active listening skills to achieve high customer satisfaction.
• Compose a variety of business correspondence.
• Capable of investigative and analytical research.
• Navigate, gather, input and maintain data records in system applications.
• Follow and accept instruction and direction
• Establish and maintain working relationships in a collaborative team environment.

Job Specifications
Knowledge, skills and abilities required for competent performance in the job:

• Computer literate. Strong skills in MS Word and Excel, which includes the ability to learn new and complex computer system applications, if necessary;

• Excellent reading comprehension and organizational skills
• Excellent analytical, problem solving and decision-making skills and ability to deal professionally with people in stressful situations.
• Ability to maintain confidentiality.
• Team player and self-motivated.
• 10-key by touch.
• Applicable knowledge of Affordable Care Act.

DISCLAIMER: Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Work Environment

• Performs duties in an office environment consisting of computer equipment, phones, consistent temperature and background noise.

• Occasional fluctuations in pace and priority will occur.
• Occasionally required to lift, push, pull, twist or otherwise handle items of 10- 25 pounds.
• Computer and peripherals, standard and customized software, and usual office machines.

Additional Job Information:

Employment Type: Full-Time; Regular
Department: Customer Service
Schedule: Full-Time (40 hours/week)
Location: Maitland, FL
Shift: Monday through Friday; 8:00am – 5:00pm
Travel: None
Telecommuter: No
Overtime Status: Exempt
Start Date: Immediate
Relocation Provided: No
Hourly Range: $17 - $20

Job Type: Full-time

Pay: $17.00 - $20.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Experience:

• Health Insurance and / or Call Center: 3 years (Required)

Work Location: In person