Customer Care Specialist 2

One Claim Solution is a fast-growing insurance billing company based in Gilbert, AZ. Our contractors are the backbone of America–small, independent businesses that repair homes damaged by floods and fire. These businesses hire OCS to help with insurance claims billing. We use our expertise in working with property casualty insurance companies to help contractors get paid more, faster so they can run their businesses better.

The primary function of the Customer Care Specialist is to lead communications with property owners in English to obtain payments for services provided, and to resolve insurance claims issues.

In this role, you’ll support teams that work with insurance carriers. Your team will aim to get claims paid as much as possible as quickly as possible. OCS pays a generous quarterly bonus to teams that deliver results!

This is a 100% in-office position.

Primary responsibilities include, but are not limited to:

• Communicate with property owners in English to obtain payments for services provided at their properties
  • Including but not limited to obtaining insurance checks, deductibles, denied claims, and out-of-pocket jobs
• Communicate professionally and empathetically with property owners to resolve issues and/or concerns
• Research and understand invoice-related issues by understanding industry knowledge, and collaborate cross-departmentally to find solutions
• Maintain ownership of invoices throughout the lifecycle of issue resolution
• Handle a large volume of inbound and outbound calls, emails, and texts in a timely manner
• Complete daily task load to move the claim forward (post-training, our expectation is 50+ tasks daily)
• Follow communication scripts and use knowledge of the company’s services to go off-script when necessary via phone, email, and text
• Build positive relationships by going above and beyond with customer service
• Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality
• Keep accurate and effective records of claims actions taken, using CRM and other software
• Leverage data and insights gathered by the call center to recommend and influence process improvements
• Other duties as assigned

Candidate profile and capabilities

• Strong professional communication skills, both written and oral
• Ability to analyze insurance claims and navigate administrative environments to remove barriers
• Problem solver with a high degree of perseverance and creativity to find solutions to administrative issues
• Self-directed with strong work ethic and ability to complete a high volume of tasks on a consistent basis
• Eager and curious to learn new things
• Ability to empathetically navigate conflict and de-escalate tension to create a professional, problem-solving oriented work environment
• Team player, and willing to help others on the team with questions and escalated communications once out of training

Experience and qualifications:

• 2+ years working in a high call volume Call Center environment
• Experience working with Insurance Claims / Billing, Collections, or Paralegal preferred
• Experience working at a start-up preferred
• Very comfortable using Microsoft Office or Google Suite
• Experience using FRONT, Dialpad, and Slack preferred
• Experience using CRM software preferred
• High school degree or equivalent ; Bachelor’s degree preferred
• We use Slack ;)

Benefits we offer:

• High growth company with room for internal advancement for employees
• Low cost Medical, Dental, Vision Insurance
• Paid Parental Leave
• 3+ Weeks of Paid Vacation Time
• Paid Sick Time
• Performance bonus