Answer telephone calls from plan participants, group contacts, and providers regarding benefits and claims
Provide clear, accurate, and timely responses to information requests
Document all calls in Chronolog by summarizing key points of each conversation
Return messages from designated voicemail boxes
Read, interpret, and apply plan documents, new amendments, and updates for multiple clients
Meet with clients as needed to assist with questions about their health benefit plans
Support team members and cross‑functional partners as requested
Log faxed claims and enter fax information into Chronolog
Return misdirected claims to the appropriate provider
Assist members with navigating the website
Meet or exceed company standards for quality and production
Maintain punctual and reliable attendance
Support claim information research and identification
Assist with provider record maintenance tasks
Index claims and correspondence batches
Complete responsibilities assigned for specific client groups
Aid in employee training and cross‑training
Research and prepare refund documentation

High school diploma or GED required
Basic computer and customer service experience
Excellent verbal and written communication skills
Proficiency with PC tools including Windows, Word, and Adobe Acrobat
Minimum typing speed of 45 wpm
Strong listening skills and attention to detail
Basic mathematical competency
High interpersonal skills and the ability to work collaboratively
Ability to organize and recall large amounts of detailed information
Capability to read, analyze, and interpret benefit plans, insurance documents, and regulations
Professional attitude with the ability to project a positive image in all work environments
Commitment to privacy and confidentiality standards
Flexibility to work under pressure and meet deadlines
Strong problem-solving abilities with professionalism and patience

Customer Service Associate

Key skills