Care Team Representative - Afternoon & Evening Shifts

Sedgwick Claims Management Services Ltd; Memphis (TN); Hybrid; USD 20,000 - 29,000; Full time

Benefits offered by this job

Comprehensive benefits

Mentor & support

Career development

Training program

Office and virtual work options

Job summary

Sedgwick is seeking a Care Team Representative for afternoon and evening shifts in a dynamic, centers-based setting. Training runs weekday mornings and early afternoons, with start times after 12:00 PM CST, helping you support employees and customers from diverse brands on claims across multiple lines.

The role emphasizes one-call resolution where possible, with a stable environment that blends in-office and virtual work.

Qualifications

• High school diploma or GED required.
• 1 year customer service experience or equivalent combination of education and experience required.
• Inbound call center experience preferred.
• 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.
• Attendance during scheduled work hours is required.

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.

Skills

Verbal communication

Written communication

PC literacy

Typing

Organizational skills

Interpersonal skills

Multitasking

Teamwork

Customer service

Call center experience

Education

High school diploma or GED

Tools

Microsoft Office

Job description

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.

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

Learn more about our Care Team: Care Team (ceros.com). SED23026 - Mariah_01-09-24 (vidyard.com) & https://share.vidyard.com/watch/VCLjdFEUwPccjWaBtjLmwX

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.

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

COMPENSATION:

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 (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.

EEO & Diversifying Statements

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.

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