Engagement Center Representative

About the role

The salary range for this job posting is $35,037.00 - $56,059.00 annually + bonus + benefits. Pay Type: Hourly.

Responsibilities

• Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions
• Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken
• Interacts with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents
• Creates certificates of insurance for policyholders
• Enters or updates specific claim, policy and/or customer data into computer system
• Researches medical bill coding issues or pharmacy related issues
• Provides support to customers and agents while using the Encova Edge Portal
• Takes payments from customers or assists customers with online payment portal

Qualifications

• Ability to provide excellent customer service to both external and internal customers
• Ability to work as a team member and perform based on established standards and expectations
• Must be detail-oriented
• Excellent written and oral communication skills
• Experience with Microsoft Products
• Utilize critical thinking skills
• Ability to work proficiently in multiple systems
• Consistently exercise sound judgment
• Able to effectively analyze and apply information
• High school diploma or equivalent required
• One year of previous full-time experience in customer service preferred, insurance experience within multi-line industry preferred

Skills

• Customer Service
• Teamwork
• Multi-tasking
• Detail-Oriented
• Written Communication
• Oral Communication
• Microsoft Products
• Critical Thinking
• Multiple Systems Proficiency
• Sound Judgment
• Information Analysis

Benefits

Available benefits (subject to any policy or plan changes) include, but are not limited to:

• Health, Dental & Vision Insurance
• Company-provided life and income protection plans
• Eligibility to participate in a company incentive bonus program
• 401(k) Retirement Plan - 100% company match up to 7% on annual salary
• Paid Time Off, Paid Holidays, and Floating Holidays
• Flexible Work Arrangements - Hybrid and remote depending on the role

Pay

Pay Type: Hourly

Schedule

This role will work in our Charleston, West Virginia office and upon being fully trained and proficient will have the option to work in office, hybrid or remote from home.

Requirements

Unique residence requirements are listed in each job posting, please review closely for details.

Encova Insurance

Encova Insurance is an EOE/E-Verify employer.