Customer Service Representative, Contact Center
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Job Description
Remote customer service representative answering policyholder and provider inquiries for Wellcove’s insurance contact center. Verifying benefits, checking claims status, and updating policy data.
Responsibilities:
- Provide customer service in a call center environment by receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, and others
- Provide information and assistance regarding Medicare Supplement and Life Policies
- Verify benefits and claims status by accessing and updating software system data within company response standards
- Research company records to answer insurance questions, perform routine transactions, and retrieve results from an online terminal
- Maintain working knowledge of company products and services
- Comply with privacy, confidentiality, and private health information regulations
- Provide written and oral communication regarding inquiry status and resolution
- Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities
- Work various shifts as required
Requirements:
- High school diploma or general education degree (GED)
- Six months related call center experience and/or training
- Ability and flexibility to work various shifts as required
- Typing speed of 30 wpm with 95% accuracy
- Collaborative team spirit
- Ability to work remotely and independently
- Ability to pass background screening and pre- and post-hire drug tests, including THC
- Verification of high school, GED, or college diploma upon request
- Timely responses from three professional references
- Dedicated remote work location free from background noises, interruptions, and desk clutter
- Ongoing reliable internet connection
- Access to a smartphone for Multi Factor Authentication and communication
- Ability to read, hear, speak, use a keyboard, reason, and problem solve
- Ability to perform prolonged sitting, computer work, and phone line usage
- Ability to lift and/or move up to 15 pounds occasionally
- Accurate data entry in a Windows-based environment
- Intermediate computer skills
- Basic math, English spelling, and grammar skills
- Ability to read and comprehend simple instructions, short correspondence, and memos
- Ability to write simple correspondence
- Ability to present information effectively to customers, clients, and employees in one-on-one and small group situations
- Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals
- Ability to compute rates, ratios, and percentages and interpret bar graphs
- Ability to apply common sense to detailed written or oral instructions and resolve standardized problems
- Preferred: Associate’s degree
- Preferred: Long Term Care Insurance experience in a call center setting
- Preferred: 2 years related call center and customer service experience
Benefits:
- Remote work arrangement
- Reasonable accommodations may be made for individuals with disabilities
- Dedicated remote work location and reliable internet connection supported as work requirements
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