ESSENTIAL DUTIES AND RESPONSIBILITIES
- Update account information such as change of address or phone numbers.
- Research members that have benefit disputes.
- Educate members on how the plan works, including benefits, participating in retail markets (if applicable) and items or products and services covered through the benefit.
- Submit catalog requests and retail card replacements to be mailed out upon member request.
- Educate and assist members with website registration, utilization and how to order through the online ordering app.
- Educate and assist members to use the mobile app.
- Make concise and detailed notations as it pertains to member records.
- Answer questions pertaining to mailings sent out by the health plan.
- Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
- Conform with and abide by all regulations, policies, work procedures and instructions.
- Respond promptly when returning telephone calls and replying to correspondence.
- Act, dress, and behave in a professional manner to reflect a positive image of the company.
EDUCATION AND EXPERIENCE
- High school diploma or equivalent.
- Minimum one year of customer service experience.
- Above average computer skills are required, including the ability to work in a Windows environment and multitask within multiple software programs simultaneously.
- Excellent communication skills.
