Customer Service Representative

The Liberty Company is redefining careers in insurance by focusing on people, purpose, and possibility. We offer a supportive, energizing environment where collaboration is genuine and growth is encouraged.

About the role

We’re searching for an exceptional Customer Service Representative to join our growing TPA partner, Securus Benefits. This is a call-center role located in the Central or Eastern Time Zone. Bilingual skills in English and Spanish are a plus.

The Customer Service Representative delivers exceptional service by handling inbound inquiries from members, providers, and other contacts related to health plan benefits, eligibility, claims, and provider networks. This role requires researching and resolving issues, explaining plan details, documenting interactions, and coordinating with internal departments to ensure timely and accurate resolution while adhering to HIPAA and company policies.

Responsibilities

• Respond to incoming calls and inquiries from members, providers, and other contacts regarding benefits, eligibility, claims status, and provider network information.
• Provide accurate information and guidance to help callers understand plan coverage, policies, and processes.
• Research and resolve issues independently or in collaboration with other departments; escalate complex matters as needed to ensure prompt resolution.
• Document all interactions and outcomes accurately and thoroughly in the system.
• Maintain current knowledge of plan designs, including employer-specific variations in benefits, cost-sharing, and authorization requirements.
• Work collaboratively with internal teams such as claims, enrollment, and provider relations to resolve inquiries efficiently and effectively.
• Ensure compliance with HIPAA regulations, company policies, and confidentiality standards.
• Deliver a positive customer experience through clear communication, professionalism, and empathy.
• Meet or exceed performance metrics including call quality, response time, and overall customer satisfaction.

Requirements

• Must be located in Central or Eastern Time Zones.
• High school diploma or equivalent required.
• Minimum of 1–2 years of customer service experience (bonus if in healthcare, health insurance, or TPA environments).
• Familiarity with health plans and benefits administration.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to handle confidential information with discretion.
• Bilingual skills (English and Spanish) are a plus.

Benefits

• Competitive compensation.
• Robust benefits package.
• Paid time off and holiday pay.
• Continued education support.
• Company-sponsored programs to promote stress management and community involvement.

At Liberty, we value integrity, excellence, caring, kindness, fairness, teamwork, and fun. We empower our team with tools and knowledge to spread positive energy and kindness. We are committed to advancing diversity and inclusion in our industry and welcome qualified applicants with arrest or conviction records. For roles requiring a state insurance license, applicants must meet state licensing requirements and not be disqualified or barred from licensure.