Health & Benefits - Call Center Agent / Customer Service Representative / Support Specialist (Remote) (General Consideration)

Job Summary & Responsibilities

This position is responsible for partnering closely with accountholders calling our contact center to provide valuable support, education, and direction on products like Flexible Spending Accounts (FSA), HealthCare Savings Accounts (HSA), COBRA, and others. The H&B Support Specialist will report to the H&B Support Supervisor in the ACES (Accountholder and Client Experience Support) Organization. This role is responsible for supporting our customers' journey through the healthcare reimbursement system. This position is challenging, fast paced, and rewarding while delivering one superior quality experience at a time.

• Helping accountholders understand how their healthcare reimbursement accounts work.
• Providing friendly and helpful service, making sure the caller feels supported.
• Explaining how the benefits and policies work, so accountholders know how to get the most out of their individual plans.
• Ensuring all work is compliant with all internal quality assurance standards and technical policies and programs.
• Committing to providing the highest level of service to each caller, treating them with empathy, understanding, and respect.
• Consulting with accountholders to support easy navigation of the available online tools and apps, for actions like checking an account balance and submitting claims.
• Resolving issues without management intervention to remove barriers for the members.
• Receiving additional call type skills after initial training and may be cross-trained to other channels (like chat, email or text) on a later date according to business need.
• Protecting sensitive member information with discretion and adhering to all compliance rules and regulations.
• Accountable for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines.

Qualifications

• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required

Preferred Qualifications

• Education & Experience: 2+ years of experience in customer service 2+ years of call center experience No degree required
• Skills & Abilities: Computer knowledge and skills, comfortable learning new systemsAble to learn and retain information while using a digital workflow to navigate the interaction and toolsAble to connect with accountholders on a human level and assist them as needed Basic understanding of medical / reimbursement terminology preferredCan work in a fast-paced environment, taking up to 50 calls per day Ability to de-escalate and handle member issues without utilizing a supervisorExcellent oral and written communication skillsAble to work in a fast-paced environment, taking up to 50 calls per dayAbility to de-escalate and handle member issues without utilizing a supervisorExcellent oral and written communication skillsAble to work in a fast-paced environment, taking up to 50 calls per dayAbility to de-escalate and handle member issues without utilizing a supervisorExcellent oral and written communication skillsAble to work in a fast-paced environment, taking up to 50 calls per dayAbility to de-escalate and handle member issues without utilizing a supervisorExcellent oral and written communication skills
• Other Requirements: Prolonged periods of sitting at a desk and working on a computerOccasionally lift items up to 25 poundsAbility to work overtime

Pay & Benefits

• Pay Range: $18.50/hr (non-negotiable)
• Compensation & Benefits: The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities. Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.