Customer Service Representative I (2730)

The Word & Brown Companies; Orange (CA); On-site; USD 25,000 - 36,000; Full time

Job summary

The Word & Brown Companies seek a Customer Service Rep I to handle calls regarding California Choice plan administration for groups, members, brokers and GAs. You will educate customers, verify enrollments, and resolve provider and billing issues with accuracy and sensitivity.

Ideal candidates have a CA Life & Health license or plan to obtain one within six months, strong communication skills, and experience managing high call volumes in a fast-paced environment.

Qualifications

• CA Life & Health license required; if not present, obtain within six months.
• Excellent verbal and written communication skills under pressure.
• Ability to handle irate customers courteously while maintaining quality and speed.
• Experience in handling high call volumes.
• Proficient with Microsoft Word, Excel and Outlook.
• Accurate data entry; 55 WPM+; Windows and MS Word processing skills.
• Knowledge of health insurance industry and 2+ years customer service preferred.
• Capable of working in a fast-paced environment with deadlines.

Responsibilities

• Answers questions via telephone or email from groups on new hires, billing, rates and procedures.
• Educates employees and dependents on ID cards, coverage and administrative steps.
• Follows up with brokers about issues groups experience with providers.
• Interacts daily with brokers, general agents and sales reps to answer California Choice processes.
• Verifies enrollments and resolves carrier issues; expedites urgent member enrollment.
• Reviews and submits appeal requests from groups.
• Audits group billing and explains results clearly to clients.
• Documents calls in the call tracking system; maintains Doc Link records.
• Maintains HIPAA and PHI guidelines; ensures accurate, timely responses.
• Performs other duties as assigned; attends on-site or remote work as required.

Skills

Verbal & written communication

High call volume handling

Typing 55 WPM+

Data entry accuracy

Customer service experience

Education

CA Life & Health license

High school diploma or equivalent

Tools

MS Word

MS Excel

Outlook

Job description

• The Customer Service Rep I handles calls from customers to resolve, educate, follow-up and respond to questions regarding California Choice plan administration and procedures for groups, members, brokers and general agencies.

Purpose Of Position

• The Customer Service Rep I handles calls from customers to resolve, educate, follow-up and respond to questions regarding California Choice plan administration and procedures for groups, members, brokers and general agencies.

Essential Functions

• Understanding of company policies and procedures as they apply to California Choice plans
• Answers questions via telephone or email from groups regarding new hires, billing, rates, supplies, administrative procedures, etc.
• Educates, via telephone or email, employees/dependents regarding ID cards, administrative procedures, dependent coverage, address changes, etc.
• Follows-up on calls and emails from brokers regarding problems that their groups are experiencing with providers.
• Ability to interact with brokers, general agents and sales representatives on a daily basis and must be able to answer questions regarding California Choice processes.
• Responds to calls from providers to confirm eligibility and benefits
• Verifies enrollments and resolves issues with carriers.
• Expedites processing of members enrollment with carrier if urgent services are needed.
• Review and submit appeal requests from groups.
• Review /Audit group billing and explain to clients in clear and accurate manner.
• Document calls in call tracking system.
• Ability to work in a paperless environment with the Doc Link system.
• Departmental standard requires each Customer Service Representative to provide Service of Unequalled Excellence to all callers by maintaining an average of 90% or greater on Call Reviews.
• Answer at least 100% of the daily call volume average.
• Provide clear and explicit documentation while maintaining percentage at a level of 90% or higher daily in applicable databases (i.e. Doc Link and Opportunity)
• Make busy time of 20 minutes or less per day.
• Meet department standards for quality and quantity of work.
• Meet department and team standards for turnaround times.
• Adhere to all HIPAA (Health Insurance Portability and Accountability Act) and PHI (Personal Health Information) guidelines.
• On-site or remote regular attendance and punctuality are essential functions of the job.
• Performs other business tasks or functions as assigned.

Qualifications

• CA Life & Health license required. If successful applicant does not have insurance license, it is required to obtain one within six (6) months of date of hire.
• Must have excellent verbal and written communication skills, especially under pressure.
• Ability to handle irate customers in a courteous, patient, calm and positive manner while maintaining a high quality and quantity of work.
• Experience in handling high call volume.
• Must be computer literate in Microsoft Word, Excel and Outlook.
• Accurate data entry skills a must. Computer literate (Windows) and Word Processing Skills (MSWord). Typing at 55 WPM or more.
• Knowledge of the health insurance industry and at least two (2) years customer service experience preferred.
• Must be able to work in a fast-paced environment where deadlines are a priority and handling multiple assignments simultaneously.

Problem Solving Skills Required.

Must have a proficient knowledge of the English language.

Proficient knowledge of the Spanish language is a plus. If hired as a Bilingual representative, Language Assistance Certification is required every two (2) years.

Additional Competencies

Action Oriented, Approachability, Customer Focus, Humor, Listening, Patience, Self-Knowledge, Technical Learning, Time Management, Written Communication

Educational Requirements

High school diploma or equivalent required.

Physical Requirement

Must be able to sit for extended periods of time and occasional standing and walking. Must have adequate hearing for phone work. Vision requirements include close vision and the ability to adjust focus. Must be able to communicate effectively in English. Must be able to use a keyboard and other office equipment. Ability to lift up to 30 pounds occasionally.