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

Inspira Financial is a company focused on helping businesses and individuals thrive in their health and wealth journeys. The Health & Benefits Call Center Agent role involves providing support and education to accountholders regarding healthcare reimbursement accounts and ensuring compliance with quality assurance standards while delivering exceptional customer service.

Responsibilities:

• You will be accountable for helping accountholders understand how their healthcare reimbursement accounts work
• You will be responsible for ensuring all work is compliant with all internal quality assurance standards and technical policies and programs
• You will be committed to providing the highest level of service to each caller, treating them with empathy, understanding, and respect
• Consult with accountholders to support easy navigation of the available online tools and apps, for actions like checking an account balance and submitting claims
• Accountable for resolving issues without management intervention to remove barriers for the member
• You will receive 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
• Accountable to protect sensitive member information with discretion and adhere to all compliance rules and regulations
• Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines
• Other duties as assigned

Requirements:

• Must be able to hardwire ethernet cable to internet modem/router
• This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift
• Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position)
• Training is six weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position
• Prolonged periods of sitting at a desk and working on a computer
• Occasionally lift items up to 25 pounds
• Ability to work overtime
• 2+ years of experience in customer service
• 2+ years of call center experience
• No degree required
• Basic understanding of medical / reimbursement terminology preferred
• Able to work in a fast-paced environment, taking up to 50 calls per day
• Ability to de-escalate and handle member issues without utilizing a supervisor
• Excellent oral and written communication skills
• Able to work hours of 10:30 a.m. CT to 7 p.m. CT
• Problem solving skills
• Attention to detail and accuracy