Customer Service Representative - Healthcare Benefits

Key Personnel Services, Inc. - Pittsburgh, PA (30+ days ago)


Customer Service Representative - Healthcare Benefits

Location: Downtown Pittsburgh

Pay: $15.00/hr

Hours: Flexible between 8:00 AM – 7:00 PM (Monday - Friday)

Position Overview:

Provide customer service support for the health and welfare plans using web-based systems for tracking, information gathering and troubleshooting issues.

Responsibilities:

  • Provide a high level of customer service support when handling customers questions in respect to the health and welfare plans
  • Quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding expectations (responding in a respectful, accurate, timely manner, consistently meeting commitments)
  • Demonstrate flexibility to customize customer service approach to meet all types of member communication styles and personalities
  • Handle confidential information with sensitivity and discretion in accordance with HIPAA and Data Privacy laws and company data security requirements
  • Proficiently translate health and welfare and pension terms, complex plan information and processes into simple explanations and instructions that customers can understand and act upon.
  • Read and understand client’s plan documents, amendments or online knowledgebase tools, etc.
  • Collect relevant information, determine immediate requests/questions and also anticipate the future needs of the member
  • Maintain diplomacy and tact while dealing with upset or escalated callers
  • Demonstrate knowledge, understanding and compliance with company and client procedures and guidelines providing appropriate and accurate information
  • Maintain and document complete and accurate call and case notes
  • Respond professionally to customer inquiries/complaints received via phone, email or other communication channels
  • Demonstrate ability to maintain a high level of customer service in a changeable work environment
  • Participate in team meetings and training
  • Possess a cooperative and positive attitude towards customers, internal contacts and team members

Qualifications:

  • Excellent ability to communicate effectively in a customer service setting, including verbal and written communication skills
  • Ability to quickly assess current state issues and formulate a response/resolution using analytical and problem solving skills
  • High level attention to detail
  • Strong computer skills with the ability to navigate multiple software applications
  • Minimum 1-2 years’ experience in a customer service setting
  • Proficiency in the use of Microsoft Windows 7 environment
  • Ability to type 30+ WPM
  • Ability to work in a team environment
  • Ability to work in a multi-tasked environment and prioritize and organize work
  • Ability to understand and follow oral and written instructions
  • Must have excellent attendance and be punctual to work

Job Type: Full-time

Salary: $15.00 /hour

Experience:

  • Customer Service or Call Center or Recent College Grad: 1 year (Preferred)

Work environment:

  • Call center

Communication method(s) used:

  • Phone