Customer Service Representative- Healthcare- Work Hours 8:30am - 5pm, PST (11:30am - 8pm, EST)

About the role

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. We work to protect people against risk throughout every stage of life – from grade school to college to the workplace. Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet is one of the nation’s leading providers of health and accident insurance products to the higher education market.

Responsibilities

• Ensure operational functions associated with customer service for health insurance products administered by Wellfleet, including compliance with company standards and industry best practices.
• Consistently deliver quality services and follow policies and procedures.
• Assist with customer questions and stay updated on pertinent business and industry knowledge as well as state and federal regulations to maintain compliance.
• Successfully complete training and begin taking calls for products within the Customer Service department.
• Manage calls effectively, focusing on active listening, clear and professional communication, and efficient call handling techniques to honor commitments made to our customers.
• Answer calls promptly, understand the caller’s needs by asking clarifying questions, show empathy, provide accurate responses, and take ownership of issues to find solutions or escalate them appropriately.
• Learn the basics of insurance and maintain knowledge of health insurance products serviced at Wellfleet.
• Meet and consistently maintain the Quality and Schedule Adherence standards as established by the customer service leaders.
• Comprehend and interpret documents, such as training manuals, correspondence, brochures, etc.
• Multitask throughout the day to ensure expectations and department goals are met.
• Consistently maintain a positive and professional attitude.
• Adhere to deadlines/turn-around times.
• Stay engaged and motivated to achieve success as an individual and as part of the team.
• Ensure full functionality of equipment to perform job duties efficiently and effectively. This includes prompt reporting of any system or equipment issues to supervisor (or proxy) and submitting timely IT ticket, as appropriate.
• Perform other duties as assigned.

Requirements

• Minimum of one year work experience in customer service working in a health insurance setting or medical billing office, familiar with medical terminology, health plan documents, or benefit plan design.
• Call Center experience with strong customer service skills.
• Experience working with digital platforms and systems to support calls, chats and emails.
• Strong written, verbal and interpersonal communication skills.
• Professional phone etiquette skills.
• Exceptional attention to detail with good time management skills.
• Strong decision making and problem-solving skills.
• Enthusiasm for serving others with the ability to be empathetic.
• Willingness to help resolve inquiries at the first point of contact.
• Strong work ethic with a deep sense of accountability towards your teammates and our members.
• Familiarity with Microsoft Office and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications.
• Ability to multitask while maintaining integrity and quality of service.
• Ability to attend training and other company/team meetings with camera participation.
• Willingness to work a flexible schedule and overtime when needed.
• Ability to work 8:30am - 5pm, PST (11:30am - 5pm, EST).
• Maintain a separate, dedicated work area, that provides information privacy without distraction.

Qualifications

• Must have the ability to work 8:30am - 5pm, PST (11:30am - 5pm, EST).

Skills

• Customer service skills
• Health insurance knowledge
• Technical skills (digital platforms, systems)
• Communication skills
• Time management skills
• Problem-solving skills

Benefits

We offer a competitive compensation package and comprehensive benefits package including life, health and dental insurance options, life and accident insurance, 401(k), and short-term and long-term disability insurance. For a more detailed overview, visit our careers website at: wellfleetinsurance.com/about/careers.

Pay

The base hourly range is $22.00 to $25.00. This range anticipates the low and high end of the wages for this position. Actual wages will vary and are based on factors such as a candidate's qualifications, skills and competencies.

Schedule

This role requires working 8:30am - 5pm, PST (11:30am - 5pm, EST).