Call Center Customer Service Representative

Professional Benefit Administrators - Oak Brook, IL (30+ days ago)4.0


The Customer Service Representative is the voice of PBA! If you are a great communicator, listener, and enjoy talking to people then this is a position for you! The Customer Service representative is responsible for taking inbound calls, making outbound calls, responding to emails, and diagnosing customer account issues.

Skills required for this position:

  • Must be able to maintain a positive work atmosphere by behaving and communicating in a manner so that you get along with peers, customers, clients, co-workers, and management
  • TPA/Insurance company environment or medical billing office experience preferred
  • Customer focus and adaptability to different personality types
  • Strong phone and verbal communication skills along with active listening
  • Must have a performance record that demonstrates a professional and responsible work ethic
  • Ability to work multiple computer programs
  • Must be customer service oriented and friendly
  • Ability to work and interface with various levels of the organization
  • Must meet company standards for punctuality and attendance

Responsible for:

  • Handle a minimum of 70 incoming calls per day to provide quality customer service to claimants and providers
  • Maintain a working knowledge of plan documents
  • Develop and maintain problem solving skills and troubleshooting abilities for the purpose of assisting claimants and going the Extra Mile when necessary
  • Refer any claims that require adjustment, processing, re-pricing, or other intervention according to guidelines
  • Handle any employee accounting needs such as copies of EOB's, canceled checks, voids, refunds, stop payments, etc. according to guidelines
  • Maintain a period of available time as defined by departmental goals; i.e. logged into phone system at required times
  • Maintain the departmental goals in areas such as calls per hour, average length of call, or any other standard that may be implemented
  • Respond to portal e-mails
  • Forward claim status inquiries to Excess Dept.
  • Generate additional letter requests made by claimants
  • Suggest process improvement ideas
  • Maintain work on desk per departmental guidelines
  • Present problems/trends to Management
  • Other duties as assigned

Benefits:

7.5 hour Work Day

Strong Work-Life Balance

Family Atmosphere

Full Line of Benefits - (401k, Flex, Medical, Dental, Vision, Life Insurance)

Employee Assistance Programs

Personal Days PTO

Vacation Days PTO

Holiday Pay

Flexible Hours

Casual Dress Code

Employee Appreciation Lunches

2 On-Site Gyms (Free Membership)

Job Type: Full-time

Salary: $15.00 to $18.00 /hour

Experience:

  • Call Center: 1 year (Required)
  • Customer Service: 1 year (Required)