[Hiring] Customer Service Representative @Wellcove/CHCS-Services

Role Description

This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties:

• Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients to include Medicare Supplement and Life Policies.
• Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards.
• Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal.
• Maintains working knowledge base of all company products and services.
• Complying with company regulations regarding Privacy, confidentiality, and private health information.
• Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution.
• Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary.
• Ability and Flexibility to work various shifts as required.
• Able to type speed of 30 wpm with 95% accuracy rate.

Qualifications

• High school diploma or general education degree (GED); and six months related call center experience and/or training.
• Preferred Experience: Associate’s degree.
• Experience with Long Term Care Insurance preferable in a Call Center setting.
• 2 years related call center and customer service experience.

Requirements

• Collaborative team spirit.
• Accountable and able to work remotely and independently.
• Able to pass background screening and drug tests pre and post hire – includes THC.
• Verification of high school, GED, or college diploma upon request.
• Timely responses from three professional references.
• Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter.
• Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes.

Physical Requirements

• Frequently required to sit; use hands, fingers, handle, or feel; and talk or hear.
• Occasionally required to reach with hands and arms.
• Must occasionally lift and/or move up to 15 pounds.
• Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus.
• Must be able to present and speak simultaneously in meetings.
• Prolonged periods sitting at a desk and working on a computer and phone line usage.
• Ability to read, hear, speak, use keyboard, reason and problem solve.
• Requires the use of office equipment such as computer terminals, telephones, or copiers.
• Close visual acuity to perform activities such as preparing and analyzing data, transcribing, viewing a computer terminal, extensive reading.

Required Skills/Abilities

• Accurately entering data via Windows-based environment.
• Intermediate computer skills.
• Knowledge use of basic math and English spelling and grammar skills.
• Ability to read and comprehend simple instructions, short correspondence, and memos.
• Ability to write simple correspondence.
• Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
• Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing.
• Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
• Ability to compute rates, ratio, and percent and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
• Ability to deal with problems involving a few concrete variables in standardized situations.