Hotline Support

Full-time, permanent, non-exempt position in a hybrid workplace arrangement. Bargaining unit role under the 1199SEIU National Benefit Fund.

Responsibilities

• Perform eligibility and prescription benefit updates; resolve issues in real time and provide excellent telephone customer service.
• Research, update, and follow up on changes such as enrollment and workflows, eligibility and benefit elections in eligibility system (Vitech), PHI, prescription (Express Scripts), dental, and call tracking (QNXT) systems.
• Data enter enrollment information, relevant membership data, and supporting documentation from sources including Member Services, Outreach Department, satellite offices, pension codes, employer reports, workers compensation, disability, home mortgage, Cross Fund reports, 1199SEIU Training and Employment Funds, and GNY Spousal Premiums.
• Communicate with management to escalate member issues and report trends via established protocols.
• Create various weekly and monthly Excel reports regarding productivity.
• Work closely with management in maintaining and reviewing work production.
• Provide clerical support to the Eligibility department, including filing, photocopying, and faxing.
• Perform additional duties and projects as assigned by management.

Qualifications

• High School Diploma or GED required; some college or degree preferred.
• Minimum two (2) years of eligibility systems knowledge/experience (Vitech, QNXT, or ESI) in a health benefits environment required.
• Minimum two (2) years of customer service experience in a call center environment or member-facing position required.
• Comprehensive knowledge of enrollment documentation, eligibility requirements, benefit provisions, and enrollment processing required.
• Excellent keyboarding skills required (minimum 6,000 KPH and 6% or less error rate).
• Basic skill level in Microsoft Word and Excel preferred; ability to perform enrollment data entry analysis and navigate eligibility systems (Vitech V3).
• Excellent customer service and telephone skills; ability to maintain a pleasant and helpful demeanor while ensuring professional services.
• Ability to work well under pressure, multi-task, establish priorities, meet deadlines, problem solve, and follow through on assignments.
• Good communication skills (oral and written) and ability to speak clearly and concisely.
• Available to work overtime preferred.
• Must meet performance standards including attendance and punctuality.