Key skills
CRMCommunication
About this role
Ibex is a company that values energy, teamwork, and growth opportunities. They are seeking a Customer Service Agent to assist members with health insurance inquiries via phone, email, and chat while ensuring compliance with regulations.
Responsibilities:
- Provide guidance on provider networks, referrals and pre-authorizations
- Troubleshoot and resolve issues related to billing, payments and coverage
- Ensure compliance with HIPAA regulations when handling sensitive member information
- Collaborate with internal departments to resolve complex member concerns
- Maintain accurate records of customer interactions and resolutions in CRM systems
- Meet performance metrics such as response time, resolution rate and customer satisfaction scores
- Stay updated on policies, state regulations and healthcare industry changes
Requirements:
- Must be 18 years or older
- High school diploma or equivalent
- Must reside in the State of New Mexico
- Previous customer service experience, preferably in healthcare or insurance
- Strong verbal and written communication skills
- Independent decision-making and problem-solving skills with the ability to remain calm under pressure
- Ability to handle high call/chat/email volumes effectively
- Proficiency in computer applications, including CRM and customer support platforms
- Ability to work flexible shifts, including weekends and holidays