Policyholder Services Representative

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Home United States

Reporting To: Jennifer Klinedinst

Compensation: $17.00 - $18.00 / hour

Description

Key Responsibilities

• Provide exceptional customer service in a phone support role
• Empathetically assist policyholders and/or their representatives by providing information on highly individualized policy inquiries
• Utilize excellent oral and written skills to communicate with policyholders and/or their representatives by telephone and in writing, as well as with internal co-workers
• Identify needs of caller utilizing active listening skills; professionally and appropriately respond to inquiries meeting department’s established guidelines, policies, and procedures
• Complete document processing in an efficient and effective manner
• Update and change customer contact and policy information with accuracy 
• Respond to all written inquiries, communicating clearly and with proper grammar
• Meet or exceed all established minimum expectations/metrics and goals for the position
• Meet or exceed standards for productivity and quality as established for the role
• Appropriately process all confidential information abiding by Health Insurance Portability and Accountability Act (HIPAA) privacy laws
• Ensure smooth transition of inquiry to appropriate department if/when necessary
• Support company values of We are Dynamic, We are Innovative, We are Connected, and We Succeed Together
• Perform other duties as assigned

Skills, knowledge & expertise

• High School education/GED required with a minimum of one (1) year customer service or other relevant work experience required or an equivalent combination of education and experience
• Proficient computer skills and experience in Microsoft Office products required
• Insurance or medical background preferred
• Understanding of medical terminology, health insurance, claims, and/or Long-Term Care/Disability Insurance preferred
• Possess a high degree of tact, empathy, and professionalism 
• Exceptional interpersonal skills with an enthusiastic nature and an overall passion for excellence
• Possess the ability to use strong and effective listening skills to ask appropriate questions to fully understand the needs of policyholders and representatives 
• Effectively relay complex insurance information and policy language into basic understandable concepts
• Superb written and verbal communication skills; must be clear and concise, both in written communications and when speaking to policyholders and representatives
• Detail oriented with the ability to work independently as well as part of a team
• Ability to toggle between multiple screens while documenting and speaking with policyholders
• Exceptional attention to detail with excellent organizational skills
• Proactively provide creative and analytical recommendations to management for process and performance improvement 

Benefits

• Medical, dental, and vision plans to ensure your health and that of your family.
• A 401k plan with employer matching to help you build a secure financial future.
• Our time-off policies, including Discretionary Time Off for exempt employees and Paid Time Off (PTO) package for non-exempt employees, reflect our commitment to promoting a healthy work environment.
• Paid holidays.
• Life insurance and both short-term and long-term disability plans, providing essential financial protection for you and your loved ones.