Job Responsibilities : Customer Service Representative – Connect Benefit Advocate
Salary : $14 per hour
Company : Trustmark
Location : Remote
Respond to telephone written and electronic inquiries from employees/members providers clients and other interested parties using system notes plan documents and booklets benefit reference documents Claim Reference Manuals and claims-related memoranda.
Treat all inquiries professionally and respectfully following Health Benefits guidelines
Appropriately refer or escalate calls based on customer service procedures and guidelines.
Research inquiries and respond appropriately.
Appropriately refer unresolved inquiries or inquiries requiring further action to the appropriate individual e.g. Analyst Corrections Senior and Supervisor/Manager.
Follow-up regularly on outstanding issues to ensure timely resolution and client satisfaction.
Thoroughly and accurately document all inquiries using PowerSTEPP and Family Files following Health Benefits guidelines.
Communicate via telephone email electronic messaging fax or written letter with employees/members providers of service clients and/or other insurance carriers to ensure proper claim processing and issue resolution.
Initiate outgoing calls or other service projects as assigned.
Other duties as needed/assigned
Previous customer service experience is required.
Ability to work in a fast-paced customer service driven environment
Excellent verbal and written communication skills are required.
Ability to work effectively with team members employees/members providers and clients
Ability to use common sense understanding to carry out instructions furnished in oral written or diagram form.
Flexible; open to continued process improvement
Ability to learn new/proprietary systems to adapt to various system platforms and to effectively use MS Excel/Word.
Prior experience in a fast-paced call center is strongly preferred.
Must be able to work a flexible 37.5 hr. work week that includes holidays rotating Saturdays and possibly Sundays.
Applicants must have the flexibility to start as early as 6:00 am CST and be able to work as late as 8:00 pm CST. You will be provided with a set work schedule based on business needs.
Self-Funded Insurance/Benefits and/or TPA experience a plus.
Knowledge of medical procedure diagnosis coding and medical terminology preferred.
Familiarity with Summary Plan Documents (SPDs)/Insurance Booklets or other benefit descriptive tools a plus.