Customer Service Representative - Part time

• Know our accounts, products, scripts, and process so well that as a Customer Service Representative, you can anticipate needs, provide direction and execute resolutions on the first call
• Listen for the needs of the member, translate into actionable steps and communicate those steps to create understanding and correct expectations

• We can’t control the regulations and the policy language, but we own our tone and attitude
• Meet deadlines and be in attendance when expected
• Practice good office etiquette

• Highly motivated self-starter with the ability to accomplish and manage multiple priorities independently and simultaneously
• Ability to work as a team player with a committed positive approach to working through adversity
• Critical thinking skills with the ability to use logic and reasoning to identify deficiencies or other concerns in a dynamic environment
• Uses task system to be accountable and deliver on commitments
• Spends up to 100% of the time on phones
• Answer questions and handle problem resolution on benefit, provider or claim issues
• Follow up with members and providers as necessary
• Process benefit coverage changes and sends out supporting documentation as necessary
• Proactively manages expectations and sets realistic expectations for the caller
• Reads required disclosures to enrollees
• Follows privacy and HIPAA guidelines as trained
• Work schedule as agreed to and assigned
• Adhere to attendance guidelines including tardiness, breaks, and ready to work at beginning of the shift
• Maintain Call Quality standards as assigned - Answer the number of calls within standards for hours scheduled
• Navigates system with proficiency
• Possesses the necessary computer skills to consistently log on, work, and perform required functions
• Uses a tone and educational style to promote the understanding and acceptance of positive and negative outcomes
• Relies on instructions and guidelines to perform the functions of the job
• Collects detailed information and documents per protocol

• Requires a minimum of a high school diploma or its equivalent
• Experience in healthcare / medical benefits or claim inquiries / Retirement / Insurance and Customer Service
• Proven communication and customer service skills
• Ability to adapt communication style based on the caller's needs
• Responds well in a stressful, dynamic environment

• While performing the duties of this job, the employee is regularly required to see, talk, hear, and use a keyboard and mail. The employee frequently is required to sit. The employee is occasionally required to stand and walk. The employee must occasionally lift and/or move up to 10 pounds.
• Provide a professional work-from-home environment with high-speed internet.
• Business Travel: Possibly one to two times per year for company-wide meetings and training

Fringe Benefit Group provides Equal Employment Opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics.