[Hiring] Customer Care Representative Sr. - Claims @Reliance Matrix

Role Description

The Customer Care Representative Sr. is responsible for all aspects of customer experience and plays a vital role in ensuring that claims examiners can focus on their core responsibilities by handling communication, documentation, and routine inquiries efficiently. The ideal candidate will display a high level of compassion on a daily basis showing empathy, sympathy, and developed coping skills to maintain professionalism in every situation over the phone.

• Providing Claimant Details: Provides detailed information to claimants regarding short-term disability, insured or self-insured claims, and statutory claims, as well as their concurrent leave claims.
• Managing Inbound Calls: Handles inbound calls from clients and claimants, addressing inquiries and resolving issues related to claims and leave processes.
• Performing Outbound Tasks: Performs outbound voice work and tasks related to selected clients and claimants, ensuring timely communication and follow-up.
• Accurate Documentation: Accurately files and documents client and claimant information into the applicable system, ensuring that claims examiners have up-to-date and precise detail/data to work with.
• Answering Claims Questions: Answers routine claims questions and provides information specific to the intake process and reporting time, helping to streamline the workflow for claim management.
• Technical Issue Resolution: Resolves routine administrative technical issues for applicable source systems, which supports the smooth operation of claims processing.
• Maintaining Confidentiality: By adhering to HIPAA rules and maintaining a high level of confidentiality, ensures that sensitive claimant information is protected, which is crucial in claims.
• Supporting Integrated Claims: Provides direct support to claimants, assists with various tasks and ensures that claimants receive the necessary information and assistance for 1st call resolutions.

Qualifications

• GED or High School Diploma
• 2 - 3 years of call center experience or equivalent customer service experience required
• Exceptional interpersonal communication skills and the ability to work with a diverse workforce.
• Experience using web-based programs
• High Speed home internet installed for Remote/Teleworker*

Requirements

• Customer Service Skills: Polite, friendly, and helpful demeanor to provide exceptional service.
• Communication Skills: Effective verbal and written communication to interact with claimants and team members.
• Empathy and Compassion: Ability to show empathy and compassion, understanding the claimant's situation and providing support.
• Attention to Detail: Strong attention to detail to accurately document information and manage claims.
• Technical Proficiency: Basic technical knowledge of computer functions and proficiency in MS Office (Word, Excel, Outlook) and web-based programs.
• Multitasking: Ability to handle multiple tasks simultaneously, such as typing and talking, while maintaining accuracy.
• Problem-Solving: Strong decision-making skills and sound judgment to resolve issues and answer inquiries.
• Confidentiality: Ability to handle confidential information with discretion and adhere to HIPAA rules.
• Patience and Understanding: Proven patience and understanding to manage stressful situations and difficult claimants.
• Organizational Skills: Ability to stay organized and manage time effectively in a fast-paced environment.
• Adaptability: Flexibility to adapt to different working environments and schedules, including holidays and various shifts.
• Interpersonal Skills: Exceptional interpersonal communication skills to work with a diverse workforce and collaborate with team members.
• Self-Motivation: Ability to work independently, stay focused, and maintain discipline in a remote work setting.
• Active Listening: Strong active listening skills to understand claimant needs and provide appropriate responses.

Benefits

• An annual performance bonus for all team members
• Generous 401(k) company match that is immediately vested
• A choice of three medical plans (that include prescription drug coverage) to suit your unique needs. For High Deductible Health Plan enrollees, a company contribution to your Health Savings Account
• Multiple options for dental and vision coverage
• Company provided Life & Disability Insurance to ensure financial protection when you need it most
• Family friendly benefits including Paid Parental Leave & Adoption Assistance
• Hybrid work arrangements for eligible roles
• Tuition Reimbursement and Continuing Professional Education
• Paid Time Off – new hires start with at least 20 days of PTO per year in addition to nine company paid holidays.
• Volunteer days, community partnerships, and Employee Assistance Program
• Ability to connect with colleagues around the country through our Employee Resource Group program