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Customer Service Representative in Charlotte, NC at AccruePartners

Date Posted: 9/9/2018

Job Snapshot

Job Description

THE TEAM YOU WILL BE JOINING:

  • Third party healthcare administrator
  • Dedicated to helping businesses and families to increase their well-being for greater health and financial security
  • More than an administrator, they are a total benefits solution

WHAT THEY OFFER YOU:

  • Treat their clients as long-term partners
  • Average client relationships are over 10 years
  • Collaborative work environment

WHY THIS ROLE IS IMPORTANT:

  • Respond to telephone, written and electronic inquiries from employees/members, providers, clients and other interested parties using system notes, plan documents and booklets, benefit reference documents, Claim Reference Manuals and claims-related memoranda.
  • Treat all inquiries professionally and respectfully following the company's guidelines
  • Appropriately refer or escalate calls based on customer service procedures and guidelines.
  • Research inquiries and respond appropriately.
  • Appropriately refer unresolved inquiries or inquiries requiring further action to the appropriate individual, e.g. Analyst, Corrections, Senior, Supervisor/Manager.
  • Follow-up regularly on outstanding issues to ensure timely resolution and client satisfaction.
  • Communicate via telephone, email, electronic messaging, fax, or written letter with employees/members, providers of service, clients and/or other insurance carriers to ensure proper claim processing and issue resolution.
  • Initiate outgoing calls or other service projects as assigned

THE BACKGROUND THAT FITS:

  • High School diploma or GED equivalent
  • Previous customer service experience
  • Ability to work in a fast-paced, customer service driven environment
  • Excellent verbal communication skills
  • Effective written communication skills
  • Ability to work effectively with team members,
    employees/members, providers, and clients
  • Flexible; open to continued process improvement
  • Prior experience in a fast-paced call center