Customer Service Rep I

GuideWell; Irving (TX); On-site; USD 48,216,000 - 55,104,000; Full time

Benefits offered by this job

Medical, dental, vision, life and glob

401(k) employer match

Paid time off

11 holidays

Volunteer time off

Wellness program

Job summary

GuideWell's WebTPA division is hiring a Customer Service Representative to handle inbound calls from providers and members in Irving, TX. This in-office role emphasizes courteous, solutions-focused support for benefits, claims and eligibility questions.

The position offers $18 per hour, quarterly bonus, full-time hours, and a comprehensive benefits package. Training occurs Monday–Friday 8:00am–4:30pm CST, with 7:00am–7:00pm CST shift windows.

Qualifications

• 0–1 years of related work experience.
• Inbound call center experience in health insurance preferred.
• High school diploma or GED required.
• Professional phone voice and etiquette.
• Proficient in Word, Excel and Outlook.
• Excellent verbal and written communication skills required.

Responsibilities

• Complete a 4-week training program.
• Answer inbound calls from providers and members.
• Provide resolution for questions about benefits, claims and eligibility.
• Document notes of each call to ensure information is saved.
• Adhere to Customer Service metrics: AUX time, hold time, staff time, talk time, quality.
• Handle call backs and escalations as necessary.

Skills

Customer service

Communication

Phone etiquette

Multitasking

Education

High school diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

GetToKnow Us!

WebTPA, a GuideWell Company, is a healthcare third-party benefit administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans.

What is your impact?

As a Customer Service Representative, you will be responsible for handling inbound customer calls from both providers and members. You will work diligently to ensure the highest level of service is provided in a courteous manner, no matter what the question or concern.

Key position details:

• In office at 6535 SH-161 S, Irving Texas 75039
• $18.00 per hour + Quarterly Bonus!
• Full time position
• Comprehensive Benefits
• Training Hours: Monday to Friday 8:00am to 4:30pmCST
• Work Hours: Monday to Friday with 8hr shift between the hours of 7:00am to 7:00pmCST

What Will You Be Doing:

• Successfully complete a 4 week training program.
• Answer inbound calls from providers and members.
• Provide resolution for questions about benefits, claims and eligibility.
• Document notes of each call to ensure all information is saved.
• Ensure adherence of Customer Service metrics:
  • Average monthly After Call Work (AUX) time
  • Average monthly hold time
  • Average monthly staff time
  • Average monthly talk time
  • Average monthly quality
• Handle call backs and escalations as necessary.

Qualifications:

• 0-1 years related work experience.
• Inbound call center experience in the health insurance industry preferred.
• High school diploma or GED.
• Professional phone voice and etiquette.
• Demonstrated proficiency in Microsoft Word, Excel and Outlook
• Excellent verbal and written communication skills are required.

What We Can Offer YOU!

To support your wellbeing, comprehensive benefits are offered. As a WebTPA employee, you will have access to:

• Medical, dental, vision, life and global travel health insurance
• Life insurance, Short- and long-term disability programs
• Leave programs to support personal circumstances.
• 401(k) includes employer contribution match
• Paid time off, volunteer time off, and 11 holidays
• Additional voluntary benefits options available
• Comprehensive wellness program

Employee benefits are designed to align with federal and state employment laws. Benefits may vary based on the state in which work is performed. Benefits for interns and part-time employees may differ.

General Physical Demands:

• Sedentary work: Exerting up to 10 pounds of force occasionally to move objects. Jobs are sedentary if traversing activities are required only occasionally.

We are an Equal Employment Opportunity employer committed to cultivating a work experience where everyone feels like they belong and can perform at their best in pursuit of our mission. All qualified applicants will receive consideration for employment.