Customer Service Representative
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Job Description
Customer Service Representative supporting Flex Benefit plan participants and clients at Point C, a healthcare benefits administrator. Handling eligibility, claims, and plan inquiries via phone and email.
Responsibilities:
- Provide support to participants and clients regarding eligibility, benefits, claims, and general plan inquiries
- Respond to inbound calls and emails with professionalism, empathy, and clarity
- Document all customer interactions accurately in the call tracking system
- Navigate and utilize multiple systems and tools to assist customers
- Translate internal processes into clear, understandable information
- Maintain confidentiality in accordance with HIPAA standards
- Contribute to a positive, team-oriented environment
Requirements:
- High school diploma or equivalent required
- 1-2 years of customer service experience, preferably within benefits administration, healthcare, insurance, or a related field
- Experience with consumer-directed benefits (FSA, HRA, HSA, DCA) strongly preferred
- Strong written and verbal communication skills with the ability to communicate complex benefit information clearly and effectively
- Experience with Alegeus (Wealthcare), Eldorado, or similar benefit administration platform preferred
- Familiarity with CSIpack preferred (training provided)
- Experience working in a CRM or Ticketing platform such as Zendesk
- Proficient in Microsoft Office (Outlook, Excel) and Adobe Reader
- Ability to educate members on available self-service options, including the member portal, when applicable
- Ability to manage multiple priorities while maintaining accuracy, professionalism, and service-level expectations
- Strong attention to detail and organizational skills
- Ability to multitask in a fast-paced, remote environment
Benefits:
- Comprehensive medical, dental, vision, and life insurance coverage
- 401(k) retirement plan with employer match
- Health Savings Account (HSA) & Flexible Spending Accounts (FSAs)
- Paid time off (PTO) and disability leave
- Employee Assistance Program (EAP)
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