Customer Service Representative- Healthcare- Work Hours 8:30am - 5pm, PST (11:30am - 8pm, EST)

Wellfleet, a Berkshire Hathaway company and part of the MedPro Group family, delivers customer-centric accident and health insurance products and services. The Customer Service Representative will support the Wellfleet Student Health team by handling member and provider calls, answering health insurance inquiries, resolving or escalating issues, and maintaining compliance with company and industry standards.

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

Requirements:

• 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
• 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