CRC Benefits - Customer Service Representative, Employee Benefits (Hybrid)

CRC Insurance Services, Inc.; Livingston (NJ); Hybrid; USD 50,000 - 55,000; Full time

Benefits offered by this job

Medical benefits

401(k) with company match

Paid time off

Job summary

CRC Group's CRC Benefits division in Livingston, NJ is seeking a Customer Service Specialist to deliver accurate information and superior service to brokers for defined issues and post enrollment inquiries. You will handle inquiries by phone and email, escalate when needed, and collaborate with teammates to meet service goals.

This role supports a hybrid schedule with in-office and remote work, offers competitive benefits, paid time off, and opportunities for growth within a nationally

Qualifications

• 2+ years in Call Center/Customer Service in healthcare/insurance.
• Knowledge of medical conditions/terminology and insurance products.
• Experience handling multiple customer service issues incl. account management and benefit administration systems (Ease).
• Understand HIPAA laws and guidelines.
• Proficient with MS Office and browsers; strong written and verbal communication.
• Able to read, interpret EOB and underwriting procedures.

Responsibilities

• Provide quality information and solutions for defined customer issues via phone and email.
• Maintain high phone time and electronic service goals daily.
• Support teammates as a first line resource for CS.
• Escalate complex calls and ensure timely resolution.
• Assist with enrollment changes, ID card status, and effective date inquiries.
• Communicate with brokers regarding requests via portals or Benefit Administration systems.
• Monitor and process requests to ensure timely resolution.
• Stay updated on policies and promotions; participate in team meetings.
• Contribute as SME in projects as assigned.

Skills

Call Center/Customer Service

Healthcare knowledge

Insurance products knowledge

HIPAA knowledge

Microsoft Office

Excel

Reading EOB

Communication skills

Multitasking

Team collaboration

Education

High School diploma or equivalent

Tools

Ease

Microsoft Office (Excel, Word, Outlook, Teams)

Internet Explorer / Chrome

Job description

Livingston, NJ

Full time

R0000003210

If you have a disability and need assistance with the application, you can request a reasonable accommodation. Send an email to Accessibility ([e-mail]?subject=Accommodation%20request) accommodation requests only; other inquiries won't receive a response.

Regular

Language Fluency: English (Required)

1st Shift (United States of America)

This role ensures a high level of customer satisfaction and exceeds the expectations of our brokers by providing quality information and superior customer service for a defined scope of issues and post enrollment inquires.

Our employees work a hybrid schedule. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you're part of the team while also enjoying the convenience of working from home.

At CRC Benefits, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. As a result of listening to our employees, CRC Benefits earned a Top Workplaces USA award three years in a row based solely on employee feedback and CRC Group is Great Place To Work Certified! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

REQUIRED RESPONSIBILITIES

• Provides quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondence.
• Maintains 100% of available phone time and/or electronic service goals every day, in accordance with current standards and as directed by management.
• Supports team as a first line resource in answering questions for Customer Service Representatives.
• Serves as a first point of contact for escalated calls. Determines when customer issues need to be escalated further and uses appropriate channels for timely resolution.
• Provides quality customer service for issues regarding employee enrolment changes, ID card status, and effective date inquires.
• Communicates effectively with all broker partners regarding all requests processed through carrier portals or Benefit Administration systems.
• Monitors and processes all requests submitted through Customer Service as well as any other Benefit Administration systems the Company owns or partners with to ensure timely resolution.
• Keeps up to date on all Company’s policies and promotional offerings.
• Actively participates in regular team meetings, providing input to contribute to the team’s overall success in achieving customer satisfaction
• Participates in projects as assigned as a subject matter expert to represent CS.
• Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25lbs.
• Occasional long, irregular hours.

REQUIRED QUALIFICATIONS

• High School diploma or equivalent, with a minimum of two (2) years’ experience in Call Center/Customer Service environment in the healthcare/insurance field.
• Strong knowledge of medical conditions/terminology and insurance products.
• Prior experience dealing with multiple customer service issues including account management and benefit administration systems (preferably Ease).
• Possess a good understanding of HIPAA laws and guidelines.
• Knowledge of Microsoft Office, specifically Excel, Word, Outlook Exchange and Microsoft Teams; proficient in Internet Explorer and Google Chrome.
• Communicate effectively with all levels of internal and external personnel, both verbally and in writing.
• Ability to read, analyze and interpret Explanation of Benefits (EOB).
• Read, comprehend, and interpret underwriting procedures, requirements, regulations, and contracts.
• Maintain complete confidentiality of information.
• Work in and contribute to a positive team environment.
• Complete tasks on time while managing multiple tasks simultaneously.

The annual base salary for this position is $50,000 - $55,000.

General Description of Available Benefits for Eligible Employees of CRC Group: At CRC Group, we’re committed to supporting every aspect of teammates' well-being – physical, emotional, financial, social, and professional. Our best-in-class benefits program is designed to care for the whole you, offering a wide range of coverage and support. Eligible full-time teammates enjoy access to medical, dental, vision, life, disability, and AD&D insurance; tax-advantaged savings accounts; and a 401(k) plan with company match. CRC Group also offers generous paid time off programs, including company holidays, vacation and sick days, new parent leave, and more. Eligible positions may also qualify for restricted stock units and/or a deferred compensation plan.

CRC Group supports a diverse workforce and is an Equal Opportunity Employer that does not discriminate against individuals on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status or other classification protected by law. CRC Group is a Drug Free Workplace.

EEO is the Law (https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf) Pay Transparency Nondiscrimination Provision E-Verify (https://www.e-verify.gov/employees/employee-rights-and-responsibilities)

Join CRC Group, a leader in specialty wholesale insurance, and take your career to new heights. We're a dynamic team dedicated to innovation, collaboration, and excellence.

Why CRC Group?

• Growth: Advance your career with our learning and leadership development programs.
• Innovation: Work in a forward-thinking environment that values new ideas.
• Community: Be part of a supportive team that celebrates success together.
• Benefits: Enjoy competitive compensation, health benefits, and retirement plans.

Who We're Looking For

We seek passionate individuals who thrive in a fast-paced, collaborative environment. If you value integrity and are driven to succeed, CRC Group is the place for you.