Client Services Representative II (50981)

• Compile and track data pertaining to problems/issues, action taken and resolutions using the Client Service Representative web-based tool.
• Document all services to include; enrollments, service meetings, employee client events, wellness events, courtesy calls and visits utilizing the CTSR web-based tool.
• Track and analyze metrics, identifying trends and opportunities for improvement.
• Provide feedback to leadership on challenges and recommendations for enhancing the process.
• Assist in the development of strategies to optimize outreach and increase participation rates.

• Utilize all capabilities to satisfy one mission — to enhance the competitiveness and profitability of our members. Do everything possible to help members succeed by being curious and striving to understand what others are trying to achieve, planning and executing work in a helpful and collaborative manner, being willing to adjust efforts to ensure that work and attitude are helpful to others, being self-accountable, creating positive impact, and being diligent in delivering results.
• Maintain a clean DMV record and the ability to travel to locations throughout the US (mainly California and Arizona) up to 40% of the time.
• Other duties as assigned.

The physical demands and work environment described here are representative of those that must be met by an employee to perform the essential functions of this job successfully.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to communicate with others.

The employee frequently is required to travel to both indoor and outdoor areas that can vary in exposure and temperature.

The employee is frequently required to operate a motor vehicle, use objects, tools, or controls, and/or required to lift up to 50lbs.

The noise level in the work environment is usually moderate.

• High School diploma and a minimum of three (3) to five (5) years prior customer service experience and employee benefit plans and/or medical/dental claims handling or equivalent combination of education and experience, preferred.
• Fluency in Spanish is required, with both written and verbal proficiency , and the ability to use Spanish for up to 70 % of the time.
• Strong knowledge of computer software programs used to access and/or update customer records.
• Excellent written and oral communication skills to include modern business communications (e.g. Microsoft Suite, emailing, Zoom), formatting of professional letters, reports, and phone etiquette.
• Excellent customer service skills.
• Advanced skills in establishing priorities, multi-tasking, time management, and ability to work independently with minimal supervision in a team environment. Advanced knowledge of health insurance operations and industry.
• Verifiable, clean DMV record and the ability to travel to various locations throughout the U.S. up to 40% of the time.