Service Center Representative | Shift Schedule: Monday-Friday 3pm -11pm with rotating Saturdays from 10am-6pm

Sedgwick; Cincinnati (OH); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

Medical

Dental

Vision

401k

PTO

Disability insurance

Life insurance

Employee assistance

FSA/HSA

Other benefits

Job summary

Sedgwick seeks a Service Center Representative to handle calls regarding claims across multiple lines of business from an in-office location in Blue Ash, OH.

The role focuses on providing a one-call/one-person resolution, educating customers on requirements and timelines, and directing calls to the appropriate escalation path. A high school diploma or GED is required, with preferred inbound call center experience.

Qualifications

• One year of customer service experience or equivalent combination of education and experience required.
• Inbound call center experience preferred.
• Experience with claims processes is a plus.

Responsibilities

• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Educates customers about required documentation, time frames, payment information, and claim status through multiple channels.
• Educates claimants on client requirements and benefit plans; documents details of each call concisely and professionally.
• Enters verbal and written application information accurately into the claims management system.
• Assigns new claims to the appropriate claims handler.
• Directs calls to the right contact at multiple locations or escalates to management when needed.
• Attendance during scheduled work hours is required.
• Performs other duties as assigned.
• Supports the organization's quality program(s).

Skills

Medical terminology

Claims management

Communication skills

MS Office

Organizational skills

Interpersonal skills

Multitasking

Multiple systems

Teamwork

Performance competencies

Education

High school diploma or GED; College courses preferred

Tools

N/A

Job description

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work-life balance. Here, there’s no limit to what you can achieve.

Newsweek Recognizes Sedgwick as America’s Greatest Workplaces National Top Companies

Certified as a Great Place to Work®

Fortune Best Workplaces in Financial Services & Insurance

Service Center Representative

Shift Schedule: Monday-Friday 3pm-11pm with rotating Saturdays from 10am-6pm

Location: In-Office, Blue Ash, OH

PRIMARY PURPOSE

To provide excellent service to callers regarding claims for multiple lines of business; to expedite the claims application process and provide detailed claim notes on all calls; to resolve issues with one call/one person response; and to direct calls to appropriate escalation path as needed.

ESSENTIAL FUNCTIONS And RESPONSIBILITIES

• Acts as primary liaison with callers; follows client specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Educates and informs the customer via multiple communication channels about documentation required to 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 application information that meets both the internal and external customer’s requirements accurately into the claims management system.
• Assigns new claims to the appropriate claims handler.
• 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.
• Supports the organization's quality program(s).

Qualifications

Education & Licensing

High school diploma or GED required. College courses preferred

Experience

One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge

• Knowledge of medical terminology
• Understanding of claims management
• Excellent oral and written communication skills
• PC literate, including Microsoft Office products
• 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

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. 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 19.00

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.

• Medical
• Dental
• Vision
• 401k and matching
• PTO
• Disability and life insurance
• Employee assistance
• Flexible spending or health savings account
• Other additional voluntary benefits

Sedgwick is an Equal Opportunity Employer and a Drug-Free Workplace.

If you're excited about this role but your experience doesn't align perfectly with every qualification in the job description, consider applying for it anyway!

Sedgwick is building a diverse, equitable, and inclusive workplace and recognizes that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.