Care Team Representative - Afternoon & Evening Shifts

Sedgwick; Memphis (TN); Hybrid; USD 49,594,000 - 63,370,000; Full time

Benefits offered by this job

Hybrid work model

Comprehensive training

Mentor guidance

Career development

Benefits package

Job summary

Sedgwick is hiring a Care Team Representative to provide empathetic, high-quality service on claims across multiple lines of business. You will expedite the claims process, document call notes, and aim for one-call resolution while directing callers to the right escalation path.

Entry-level role with afternoon/evening shifts; training and ongoing mentorship are provided in a flexible hybrid work style. Training occurs weekday mornings; position requires living near one of several Centers of

Qualifications

• High school diploma or GED required.
• One year of customer service experience or equivalent education/experience.
• Inbound call center experience preferred.
• Excellent verbal and written communication skills.

Responsibilities

• Acts as primary liaison with callers from multiple client accounts.
• Assists with questions and resolves problems related to claims applications.
• Performs claim intake and full-service customer support.
• Educates customers on documentation, timelines, payments, and status.
• Enters claim information accurately into the system.
• Directs calls to appropriate contacts or escalation paths.
• Attendance during scheduled work hours is required.

Skills

Excellent verbal and written

PC literate

Typing skills

Organizational skills

Interpersonal skills

Multitasking

Multiple client channels

Team or independent work

Performance competencies

Attendance requirements

Education

High school diploma or GED

Tools

Microsoft Office

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 - Afternoon & Evening Shifts

Entry-level, Care Team Representative

Looking for an Afternoon or Evening Schedule?

Start times are available beginning after 12:00 PM CST.

Please note training is held Monday through Friday from 8:00 AM to 4:30 PM CST.

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 Orlando, FL: 12650 Ingenuity Drive, Orlando FL 32826; Southfield, MI: 300 Galleria Officentre, Southfield MI 48034; Irving, TX: 2201 W. Royal Lane, Suite 125, Irving TX 75063; Dublin, OH: 5500 Glendon Court #100, Dublin, OH 43016; New Albany, OH: 7795 Walton Parkway Suite 200, New Albany OH 43054; Dubuque, IA: 4141 Westmark Avenue, Dubuque IA 52002; Cedar Rapids, IA: 333 1st Street SE, Suite 200, Cedar Rapids, IA 52401; Coralville IA: 273 Ridgeway Drive, Coralville IA 52241

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

Your next big opportunity starts here—are you ready to join us?

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.

ADDITIONAL FUNCTIONS And RESPONSIBILITIES

• 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 inthis job posting only, the range of starting pay for this role is (17.85). 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.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway! 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.