Care Team Representative

Sedgwick Claims Management Services Ltd; South Portland (ME); Hybrid; USD 23,000 - 29,000; Full time

Benefits offered by this job

Training program

Mentor & manager guidance

Career development

Benefits package

Job summary

Sedgwick seeks an entry-level Care Team Representative to deliver excellent service on caller claims across multiple clients. You will expedite the claims process, provide detailed notes, and resolve issues with a one-call-one-person approach while guiding callers through required steps.

Role requires a high school diploma or GED and ~1 year of customer service; inbound centers are preferred. Hybrid in-office and remote options available; comprehensive benefits accompany this position.

Qualifications

• High school diploma or GED required.
• 1 year of customer service experience or equivalent.
• Inbound call center experience preferred.
• Excellent verbal and written communication required.
• Proficient PC skills and ability to use multiple systems.

Responsibilities

• Act as primary liaison with callers from multiple client accounts in a shared services environment.
• Assist with questions and solve problems related to claims application and servicing processes.
• Perform claim intake and full-service customer support per regulations and client expectations.
• Educate customers on documentation, time frames, payment info, and claim status.
• Enter verbal and written claim information accurately into the system.
• Direct calls to appropriate contacts or escalate as needed.
• Attendance during scheduled work hours is required.
• Perform other duties as assigned.

Skills

Verbal communication

Written communication

PC literacy

Typing

Organizational skills

Interpersonal skills

Multi-tasking

Teamwork

Attendance

Education

High school diploma or GED

Tools

Microsoft Office

Windows OS

Job description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies Certified as a Great Place to Work® Fortune Best Workplaces in Financial Services & Insurance Care Team Representative Entry-level.

Company Culture

Our teams thrive together! We collaborate in person and embrace a flexible hybrid work style. To join us, you’ll need to live near one of our dynamic Centers of Excellence Portland, ME: 600 Sable Oaks Drive, South Portland, ME 04106.

What we offer

• A stable, consistent work environment—both in-office and virtual
• A comprehensive training program to help you support employees and customers from some of the world’s most respected brands
• A dedicated mentor and manager to guide you every step of your career journey
• Career development and promotional opportunities as you take on new responsibilities
• A diverse, all-inclusive benefits package designed to support your mental, physical, financial, and professional well-being

Day in the life

See what a day in the life of a Care Team Representative is like: SED23026 - Mariah_01-09-24 (vidyard.com) & https://share.vidyard.com/watch/VCLjdFEUwPccjWaBtjLmwX Learn more about our Care Team: Care Team (ceros.com)

Primary Purpose

To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to, expediting the claims process and providing detailed claim notes on all calls, resolving issues with one call/one person response, and directing calls to appropriate escalation path as needed.

Essential Functions and Responsibilities

• Acts as primary liaison with callers from multiple client accounts within a shared services environment.
• Follows specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Performs claim intake and full-service customer support within regulatory requirements, company, and client expectations at all times.
• Educates and informs the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Enters verbal and written claim information that meets both the internal and external customer’s requirements accurately into the appropriate system.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.
• Performs other duties as assigned.

Qualifications

• Education & Licensing: High school diploma or GED required.
• Experience: One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.
• Skills & Knowledge: Excellent verbal and written communication skills PC literate, including Microsoft Office products, Windows environment Must meet minimum typing requirements Strong organizational skills Good interpersonal skills Ability to multi task in fast paced environment Ability to support multiple clients across communication channels and utilize multiple systems simultaneously Ability to work in a team environment and/or independently Ability to meet or exceed Performance Competencies Ability to meet all attendance expectations.

Work Environment

When applicable and appropriate, consideration will be given to reasonable accommodations. Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines Physical: Computer keyboarding, travel as required Auditory/Visual: Hearing, vision and talking.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (19.00). A comprehensive benefits package is offered including but not limited to, medical, dental, vision, 401k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.

#entrylevel #contactcenterrep Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace. Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles. Sedgwick is the world’s leading risk and claims administration partner, which helps clients thrive by navigating the unexpected. The company’s expertise, combined with the most advanced AI-enabled technology available, sets the standard for solutions in claims administration, loss adjusting, benefits administration, and product recall. With over 33,000 colleagues and 10,000 clients across 80 countries, Sedgwick provides unmatched perspective, caring that counts, and solutions for the rapidly changing and complex risk landscape. For more, see sedgwick.com