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Wellfleet · 1 day ago

Health Insurance Customer Service Representative- Full Time

USA

Full-time

Hybrid

Entry Level

$22/hr - $25/hr

1+ years exp

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance. The Health Insurance Customer Service Representative will support the Wellfleet Student Health team by managing customer service operations, ensuring compliance with standards, and providing quality service to customers.

Employee BenefitsHealth CareInsuranceInsurTechLife Insurance

Responsibilities

Successfully complete training and begin taking calls for products within the Customer Service department

Effectively apply customer service training knowledge and skills when handling member and provider calls through the Call Center

Manage calls effectively, focus 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

Successfully and efficiently navigate the systems utilized within the department

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

Qualification

Health insurance knowledgeCustomer service experienceCall center experienceDigital platform proficiencyMicrosoft OfficeEmpathyCommunication skillsAttention to detailProblem-solving skillsTime management

Required

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

Dependable with a dedication to excellence and commitment to attendance and punctuality (being at workstation at the proper time each day, fully able and willing to work)

Familiar 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

Ability to adapt within a dynamic work environment; willingness to work a flexible schedule and overtime when needed

Maintain a separate, dedicated work area, that provides information privacy without distraction

Benefits

Life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement