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Jobs · OTHR · Washington

Customer Care Representative I

First Choice Health · Seattle, WA · 2 days ago
On-siteOTHRFull-time

Responsibilities

  • Phone and Queue Management: Handle all assigned routine inquiries regarding benefits, eligibility, claims, and provider/facility locations within the network.
  • Customer Assistance: Answer member and provider calls about employee benefits and eligibility, claims payment and processing status.
  • Issue Escalation: Route challenging or complex inquiries, especially emotional or difficult calls, to Customer Care Representative II or Senior.
  • Documentation: Log each customer interaction and resolution in the Customer Relationship Management (CRM) system and track action items related to the interaction as needed.
  • Standards and Compliance: Meet key performance indicators (KPIs) for response time, accuracy, and adherence to call schedules, while ensuring compliance with confidentiality guidelines for Protected Health Information (PHI).
  • Support and Teamwork: Support team goals by handling calls within the queue efficiently and escalating issues appropriately.
  • Chat Support: Manage one or more chat sessions at a time to assist with basic customer inquiries.

Qualifications

  • A High School Diploma or equivalent.
  • 2+ years in customer service or similar role, with experience in healthcare or insurance preferred.

Skills

  • Has customer service phone skills.
  • Strong written and verbal communication skills and an empathetic approach to customer service.
  • Basic understanding of employee healthcare benefits and provider networks.
  • Effective time management, prioritization and multitasking skills.
  • Competency with CRM systems, Google Workspace, and Microsoft Office Suite.
  • Ability to work collaboratively in a team and seek guidance as needed.

About First Choice Health

First Choice Health, headquartered in Seattle, WA, is a provider-owned healthcare organization offering employers a forward-thinking alternative to traditional health insurance. We have been serving employers of all sizes and across many industries with exceptional health benefits administration for over 35 years, providing unparalleled access to a growing number of clinically integrated networks (CIN) and a traditional PPO. Alongside our Employee Assistance Program (EAP) addressing mental health and work-life balance, our services collectively support members in every step of their healthcare journeys. At First Choice Health, we are proud to deliver the personalized, quality service our clients deserve, while reducing costs and keeping their members healthy.

Our Purpose, Values & Culture

CARE TRANSPARENT COLLABORATE RELENTLESS INNOVATE
We strive to uphold the above values and take steps to cultivate our culture through each one. We work as a community, guided by our values and are unified in our mission to make healthcare access easier for everyone from all walks of life. Learn more about how we foster a culture of belonging.

Benefits

  • Health & Insurance: Medical (HSA and PPO plans) and Vision coverage, Dental plan, employer-provided Life Insurance, and Short- & Long-Term Disability coverage.
  • Financial & Retirement: Health Savings Account (HSA) with company contributions, Flexible Spending Account (FSA), 401(k) plan with an employer match, and discretionary Profit Sharing.
  • Time Off & Development: Paid Time Off (PTO) accrued based on tenure, Paid Holidays (including floating holidays and time for community service), and Tuition Reimbursement for continuing education.
  • Support: Employee Assistance Program (EAP) for confidential professional counseling, and a Wellness program with rewards.

Physical Requirements

  • Ability to see and hear at normal levels with or without aid.
  • Ability to sit for long periods of time.
  • Finger and hand dexterity.
  • Ability to bend and twist.
  • Access to PHI: Routine and limited and does not require manager approval - The duties of the position require routine contact with a limited set of PHI that does not require manager approval. Examples include claims adjudication.

Privacy Act Notice

Note: Benefits are subject to change with or without notice. This note is provided for California employees only. Please review the Privacy Act notice available at this link.

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