KNOWLEDGE, SKILLS AND ABILITIES:

• Prior customer service experience.
• Must hold or obtain a Life and Disability insurance license within 120 days of hire date.
• Comfortable with internet-based programs and Microsoft Office products.
• Bilingual preferred, but not required.
• Strong attention to detail and ability to self-check work.
• Excellent time management skills, able to set priorities and manage deadlines.
• Ability to work in a team environment.
• Resourceful, eager to learn new concepts, and further professional development.
• Ability to define problems and generate potential solutions.
• Strong verbal and written communication skills.
• Ability to remain calm in stressful situations.

• Primary resource for clients and their employees with benefit or claim questions.
• Assist clients with administrative questions regarding enrollment, eligibility, and special contract provisions.
• Investigate and work with carrier contacts to solve claim problems.
• Respond to emails and voicemails within 24 business hours.
• Track and document all calls and interactions in Call Center database.
• Assist with transition of care concerns due to a change in carrier.
• Provide help with coordination of benefits.
• Drafts appeal letters and perform claim audits as needed.
• Report trends to carrier and/or the account manager.
• Maintain timely follow up on open case volume.
• Keep informed about industry information and new product information.