Customer Service Representative - Health Insurance Industry

TPIS; Puerto Rico; On-site; USD 14,000 - 19,000; Full time

Job summary

TPIS is seeking a Customer Service Representative for its Health Insurance operations in Aguada, PR. The on-site role assists customers and prospects with product and service information, answers questions on eligibility, and documents service activity to ensure continuity of offerings by the Service Center.

Responsibilities include handling inquiries, preparing certifications, updating demographics, logging cases in CRM, and supporting retention efforts.

Qualifications

• High School Diploma. At least three (3) years of experience working in Customer Service, preferably in the Health Insurance Industry.
• Computer proficiency

Responsibilities

• Handles and resolves service requests from customers and prospects, including inquiries about eligibility of policyholders and dependents, changes to IPAs and PCPs, issuance of duplicate cards, coverage certifications, value programs, and premium collections.
• Prepares coverage certifications and letters of non-covered services upon request.
• Maintains updated policyholder demographics in systems.
• Registers visitors, evaluates service situations, and adheres to wait times, quality, accuracy and error-rate standards.
• Logs cases in CRM, keeps customers informed, and documents steps to complete the service cycle.
• Handles calls from the Call Center, ensuring follow-up when needed and resolving issues after first contact.
• Refers complaints to the appropriate unit following protocol.
• Receives and channels service requests from other departments to support customer retention.
• Supports Health Risk Assessment (HRA) calls for other departments.

Skills

Computer proficiency

Education

High School Diploma

Job description

Customer Service Representative - Health Insurance Industry

FULL TIME Aguada, PR, PR

2 days ago Requisition ID: 2225

J OB DESCRIPTION

The Customer Service Representative is responsible for assisting customers and prospects on-site with information about the company's products and services. They address and clarify any questions from beneficiaries who have concerns. Resolves service needs by following established operational processes and service guidelines and documents the services provided to ensure the continuity of offerings by the Service Center.

ESSENTIAL FUNCTIONS :

• Handles and resolves service requests from customers and prospects, including inquiries about the eligibility of policyholders and dependents, cancellation letters, changes to Independent Practice Associations (IPAs) and Primary Care Physicians (PCPs), issuance of duplicate cards, coverage certifications, beneficiary value programs, utility collections, premium collections, and reimbursement requests, among others.
• Prepares coverage certifications and letters of non-covered services, among others, according to the policyholder’s request.
• Maintains updated the database regarding policyholder demographics information in the systems.
• Registers visitors in the system and evaluates each member's service situation before interaction to identify areas that need improvement and to determine the appropriate course of action, adhering to established standards such as wait times, service quality, transaction accuracy, and error rates.
• Logs cases in the system or applications, works the cases received through the Customer Relationship Management (CRM) case referral tool, keeps customers informed of the status, and notifies them of the outcome of the request. Documents in the system the steps taken to complete the service cycle complying with documentation parameters and preparing transaction reports.
• Handles calls from the Call Center of the company's different lines of business received from members who have questions, concerns, or discomfort about complex situations regarding benefits, processes, and coverage, among others. Ensures that any service cycle is completed for calls that could not be resolved during the first contact or for which there was a commitment to follow up with the customer.
• Refers to the corresponding unit the complaints received from policyholders, following the established protocol.
• Receives, documents, solves, and/or channels service requests from other departments to support customer retention, ensuring a response is received.
• Support other departments by completing Health Risk Assessment (HRA) calls.

JOB REQUIREMENTS :

• High School Diploma. At least three (3) years of experience working in Customer Service, preferably in the Health Insurance Industry.
• Computer proficiency
• No vacations schedules until March 2027

SCHEDULE:

• Monday to Friday from 8:00am - 4:30pm, Saturdays from 8:00am - 1:00pm (when necessary)
• Availability to work extended hours, weekends, holidays when the operations require it.

COMPENSATION:

• $12.00rph
• Full-time opportunity

TPIS is an Equal Opportunity Employer (EEO Employer / Aff ...