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Fort Washington Investment Advisors, Inc. · 3 months ago

Benefits Customer Service Analyst

US-OH-CINCINNATI

Full-time

Onsite

New Grad, Entry Level

Fort Washington Investment Advisors, Inc. is seeking a Benefits Customer Service Analyst to provide high-quality customer service primarily through telephone communications. The role involves handling inquiries, maintaining benefit eligibility information, and ensuring compliance with relevant regulations while administering various benefits processes.

Financial Services

Responsibilities

Answers associate and health care providers' requests over the telephone or through written correspondence within the time service standards set by the department

Exercises excellent customer service skills ensuring each contact is a positive experience by using a professional tone, displaying empathy as appropriate, being sincere and practicing good listening skills

Uses sound judgment when confronted with an unusual or unfamiliar request

Administers the Open Enrollment process involving communication with all Home Office and Field associates as well as all retirees to maintain or change their benefits for the upcoming plan year

Obtains medical information from associates, hospitals and doctors for pre-existing, outpatient/inpatient preauthorization reviews, second opinion determinations and concurrent reviews for inpatient admissions

Creates and updates nurse record screen on the benefits claim system including all medical information obtained from the member, hospital and physician offices

Creates and maintains benefit information for each associate, retiree and eligible family members in multiple systems used in the Benefits Department

Records must be updated timely and accurately to ensure payroll deductions are correct and medical/dental claims are processed correctly

Administers the prescription drug program

Maintains override information on all preauthorized prescriptions

Maintains compliance with applicable federal and state laws (e.g., HIPAA) related to privacy, security, confidentiality, and protection of personal information, including, but not limited to, personal health information and personally identifiable information

Performs other duties as assigned

Complies with all policies and standards

Qualification

Customer service skillsCall center experienceAttention to detailVerbal communicationWritten communicationWord processingSpreadsheet applicationsTeam collaborationConfidentiality handling

Required

High School Diploma Or GED (Required)

Demonstrated experience maintaining a calm and professional demeanor when handling difficult and sensitive situations with callers (Required)

Demonstrated experience working as part of a team developing cooperation and collaborative work efforts toward solutions that benefit all parties involved (Required)

Proven experience completing multiple assignments simultaneously, and completing assigned tasks accurately and on a timely basis. Must demonstrate strong attention to detail with excellent organizational skills (Required)

Proven success working in a high-volume call center as a service rep identifying customer issues, defining and resolving problems, and collecting or interpreting data to establish facts, draw valid conclusions and provide effective resolutions

Demonstrated excellent verbal and written communication skills with ability to convey information, verbally and in writing, to internal and external customers at all levels in a clear, accurate, focused and concise manner. Demonstrated ability to document procedures and activities in a manner that is understandable to others and prepared using a prescribed format. Verbal and written communications are to conform to proper rules of punctuation, grammar, diction and style

Proven ability to handle confidential information in a discreet manner

Working knowledge of word processing and spreadsheet applications