Customer Experience Representative

About the role

The Customer Experience Representative provides a world‑class customer service experience through resolution of complex customer inquiries from members, employers, and providers. This position is eligible to work remotely, or onsite in accordance with the company’s Telecommuting Policy. Applicants must reside in Kansas or Missouri or be willing to relocate as a condition of employment.

Responsibilities

• Research, resolve, and respond to inquiries and correspondence via telephone, written, and email communication regarding contract benefits, eligibility, coverage and plan changes, payments, claims, prior authorization, appeals, and complaints.
• Resolve customer inquiries and complaints in a timely and accurate manner according to company and regulatory requirements.
• Collaborate with peers, other departments, and leadership to find appropriate solutions to problems.
• Perform assigned job‑related duties as required, including any special projects.

Requirements

• High school diploma or equivalent (required).
• College or continuing education courses in communications and/or medical‑related fields (preferred).
• Two years of navigating multiple computer systems (preferred).
• Two years of customer service experience (preferred).

Physical requirements

• Communicate by telephone for approximately 95 % of the workday.
• Use a personal computer in a stationary position for approximately 95 % of the workday.

Knowledge, skills, and abilities

• Effective communication skills to resolve complex inquiries and complaints.
• Ability to interact positively with internal and external customers while demonstrating empathy, adaptability, problem‑solving, and listening skills.
• Analytical and problem‑solving skills to diagnose problems and recommend effective solutions.
• Ability to listen, talk, type, and perform research simultaneously using various research channels.
• Time‑management skills to respond to customer inquiries promptly.
• Technical skills to effectively use computer programs and troubleshoot simple computer issues.
• Comfort working independently in a structured environment.
• Ability to adhere to a rigid schedule and maintain regular, predictable attendance.
• If trained to handle direct enrolled calls (excluding service‑only calls), the employee must obtain and maintain an active insurance license issued by the Kansas Department of Insurance.

Benefits & Perks

• Base compensation plus an Incentive Pay Program (EPIP).
• Health, vision, and dental insurance.
• Six weeks paid parental leave for new mothers and fathers.
• Fertility and adoption assistance.
• Two weeks paid caregiver leave.
• 401(k) plan with matching up to 5 %.
• Tuition reimbursement.
• Health and fitness benefits, discounts, and resources.
• Paid vacation and sick leave with paid maternity and paternity available immediately upon hire.