Customer Service Representative Job at Brown & Brown UK (Plano)

Job Description

Health Special Risk, Inc. is seeking a Customer Service Representative to join our team in Plano, TX. This position will be responsible for assisting callers with inquiries, complaints, or problems and provide an accurate and efficient response. This position will handle a high volume of inbound calls and should seek to create a positive experience for each caller. This position will be in the office Monday – Friday during training. Once training has been completed, this position will become a hybrid role and will be in the office Tuesday – Thursday and work from home Monday and Friday.

Job Responsibility

Professionally handles all incoming calls from claimants or medical providers and ensures that issues are resolved both promptly and thoroughly
Thoroughly and efficiently gathers customer information and then assess and fulfills customer needs
Provides a complete and accurate response to all questions
Creates tickets to the Claims Department for further handling of an issue identified during the call
Ensures that all follow-up calls/actions are done in a timely manner
Documents all calls and any follow-up actions
Maintains a balance between company policy and customer benefit in decision making and handles issues in the best interest of both the customer and company
Strives to meet or exceed call center metrics while providing excellent customer service
Learns and understands all types of policies administered by the company
Completes all required and assigned internal and external training before assigned due dates
Other duties as assigned

Requirements

High school diploma or equivalent and one to three years experience in a similar position and/or an equivalent combination of education and experience
Previous call center experience preferred
Proficient with MS Office, specifically Outlook, Word, and Excel
In-depth knowledge of medical insurance policies and schedule of benefits
Excellent written and oral communication and interpersonal skills
High-level typing skills
Ability to remain calm in stressful situations
Ability to maintain a high level of confidentiality
Familiarity with medical terms and billing preferred
Medical insurance background preferred
Previous experience using Five9 phone system preferred

Nice to have

Previous call center experience preferred
Familiarity with medical terms and billing preferred
Medical insurance background preferred
Previous experience using Five9 phone system preferred

What we offer

Competitive pay based on experience
Group medical, dental, vision, life, and disability benefits
Paid time off
401(k) retirement plan
Employee Stock Purchase Plan that allows our employees to purchase Brown & Brown stock at a discounted rate
Student Loan Assistance
Tuition Reimbursement
Free Mental Health & Enhanced Advocacy Services
Holidays
Preferred Partner Discounts

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