Customer Service Representative

• Work in front of a computer for approximately 8 hours speaking with members on the phone with little time in between calls during your scheduled phone hours
• Listen to the member’s needs and provide direction on how to get them the care they may need
• Create an emotional connection with members by understanding and engaging the member to the fullest
• Build a trusting and caring relationship with members, asking unasked questions to ensure complete customer service
• Provide related information to answer unasked questions, e.g. additional plan details, benefit plan details, etc.
• Educates and assists customers on benefit plan information and services, e.g. member self-service tools
• Utilizes relevant information to effectively influence member engagement
• Guides members to appropriate health resources and offers alternatives
• Acts with the best interest of customers in mind
• Documents and tracks all contacts, events, and outcomes with members using appropriate systems and processes
• Resolves issues without management intervention
• Uses customer service frameworks to make financial decisions to resolve member issues
• Processes claim referrals and escalates issues as appropriate
• Initiates outreach or welcome calls to meet expectations
• Identifies trends, customer issues, and develops solutions
• Coordinates efforts internally and across departments to resolve issues
• Partners with other departments for client presentations
• Works collaboratively with colleagues to deliver the best customer experience
• Serves as SME providing technical assistance when needed
• Tracks, trends data, coaches, trains, and assists call center staff
• Participates in special projects and initiatives
• Provides technical or subject matter expertise as needed

• Must live in North Carolina, position requires you to be onsite in High Point
• Must be flexible to work an 8 hour shift between 8am and 8pm EST
• 1+ years of Customer Service experience in a transaction based environment such as a call center or retail location
• 1+ years of Microsoft Office Suite Experience
• Must have strong computer skills, experience working multiple screens and applications
• Effective organizational skills and ability to manage multiple tasks
• Effective communication skills, both verbal and written

1+ years of Healthcare experience

• Affordable medical plan options
• 401(k) plan including matching company contributions
• Employee stock purchase plan
• No-cost wellness programs including screenings, tobacco cessation, and weight management
• Confidential counseling
• Financial coaching
• Paid time off
• Flexible work schedules
• Family leave
• Dependent care resources
• Colleague assistance programs
• Tuition assistance
• Retiree medical access
• Other benefits depending on eligibility