Customer Service Representative

A Customer Services Representative (CSR) is the front-line employee, serving as the first point of contact for plan participants for employer sponsored benefits. This individual will be responsible for providing customer service while building and maintaining relationships from inbound calls. This position is the primary channel for issue resolution, product support and education. This position also requires data entry responsibilities.

MEDSURETY is a growing new company providing an opportunity for advancement as the business grows.

PRINCIPAL DUTIES & RESPONSIBILITIES

• Efficiently answer client employee calls regarding various aspects of their benefit plans while ensuring a high level of customer satisfaction
• Provide timely and accurate, high quality customer service to plan participants & internal business partners
• Strive for first call resolution with all participant interactions including complaints and escalations
• Research required information using available tools and resources
• Proactively recommend solutions and set appropriate expectations for participants
• Project a professional and positive image aligned with our core organizational values

• Exhibit strong verbal over the phone and written communication skills via email
• Review and process claims
• Maintain compliance on all HIPAA guidelines and regulations
• Complete other duties and special projects as assigned or requested by Management

SKILLS & EXPERIENCE

• Must have a minimum of 2 years in a customer service or contact center environment
• Previous HSA, FSA, Dependent Care, VEBA/HRA, COBRA experience preferred
• Previous healthcare, benefits administration or insurance industry experience preferred
• Have the ability to work well independently and within a team environment
• Be detail-oriented, possess critical thinking and problem solving skills
• Demonstrate working knowledge of Microsoft Excel and Word
• Bilingual skills a plus