Serves as a liaison between clients, members and providers. Provides professional, thorough, accurate, and
timely customer service and responds to a high volume of primarily routine telephone and other inquiries to and from
members, providers, employer groups, and clients; and documents inquiries.
Essential Duties and Responsibilities
Successfully responds to and logs routine telephone and other inquiries from members, providers, employer
groups, and clients. Inquiries require knowledge in the areas of utilizing the plan, benefits, eligibility, claims,
premium payment, and accurate completion and processing of forms and documentation.
Participates in the training process to develop skills and knowledge that will be utilized in performing essential
Remains current on all changes to customer service policies, procedures and product information to accurately
and consistently respond to inquiries. Attends meetings and training for updates.
Identifies specific questions, problems or concerns using clarifying questions and researching individual files.
Effectively accesses, interprets and analyzes internal policies and information maintained on computer
databases, in resource manuals, and in various computer systems to resolve inquiries.
Accurately responds to and follows up on inquiries in a timely and professional manner that represents
and our clients favorably through verbal and written communication. Refers escalated cases to a specialist or
Logs and tracks inquiries that require further action and maintains pending files to ensure resolution. Assists
department until situations are resolved. Makes outbound phone calls as needed to resolve issues.
Investigates problems and complaints, including reviewing responses from other departments and supervisors.
Determines appropriate resolution, including negotiating positive outcomes.
Assists with special or ongoing projects as assigned.
Identifies and notifies supervisors of client, member, and system issues or trends. Suggests solutions, quality
improvements, or procedural changes.
Informs applicable departments of errors, including claims paid or denied in error, and requests adjustment or
correction. Follows up on requests and ensures resolution.
Works independently with minimal supervision. Takes the initiative to effectively carry out daily responsibilities.
Consistently achieves departmental performance standards including problem-solving, decision-making, and
Must comply with Company and Departmental policies and procedures.
Performs other duties as assigned.
Must be present in the office to perform the job functions, except for external meetings and events, or unless
authorized to work from home.
Job may be modified at any time.
This job has no supervisory responsibilities.
ManpowerGroup is committed to providing equal employment opportunities in a professional, high quality work environment. It is the policy of ManpowerGroup and all of its subsidiaries to recruit, train, promote, transfer, pay and take all employment actions without regard to an employee's race, color, national origin, ancestry, sex, sexual orientation, gender identity, genetic information, religion, age, disability, protected veteran status, or any other basis protected by applicable law.