Sr. Call Center Claims Rep

Ultimate Staffing; California (MO); On-site; USD 58,000 - 65,000; Full time

Job summary

A leading staffing agency is seeking a Senior Participant Service Specialist in California. This customer-facing position involves processing health insurance claims and managing inquiries from various stakeholders. Candidates should possess a Bachelor’s Degree and four years of experience in a call center environment. Strong analytical and communication skills are essential. The role offers a salary range of $58-65k/year based on experience, and champions a customer-focused approach.

Qualifications

• Minimum four years in heavy call center required.
• Experience in claims processing preferred.
• Ability to learn new software applications quickly.

Responsibilities

• Deliver exceptional service by meeting established performance metrics.
• Respond to incoming calls and identify customer needs.
• Investigate and resolve problems by interpreting issues.

Skills

Analytical skills

Customer service skills

Interpersonal skills

Technical adaptability

Communication skills

Education

Bachelor's Degree

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

Job description

Established organization is seeking a Senior Participant Service Specialist on a direct hire basis in the greater Burbank, CA area. Pay ranges from $58-65k/year DOE. This is a customer-facing role serving as a key representative for the Health Fund. The Senior Participant Service Specialist/Analyst is responsible for processing health insurance claims and handling inbound inquiries from participants, providers, physicians, hospitals, and other stakeholders. The position requires adherence to eligibility, claims, and call-handling policies while making sound decisions and fostering strong relationships through effective issue resolution.

Key Responsibilities:

• Deliver exceptional service by meeting established performance metrics in efficiency, accuracy, quality, productivity, system compliance, customer satisfaction, and attendance.
• Represent the organization with professionalism and elevate its reputation by providing world‑class customer service.
• Respond to incoming calls and accurately identify customer needs, including benefit eligibility, billing inquiries, payment issues, treatment authorizations, and explanation of benefits (EOBs).
• Actively listen, ask clarifying questions, and document information in real time.
• Communicate clearly and collaborate with customers to resolve issues, ensuring understanding through simple and concise language.
• Fulfill requests by clarifying information, forwarding inquiries, and following through on commitments.
• Investigate and resolve problems by interpreting issues, researching solutions, and implementing corrective actions.
• Review and process healthcare claims by navigating multiple systems, verifying data, and applying appropriate pricing, authorizations, and benefits.
• Ensure compliance with claims processing policies, grievance procedures, federal mandates, CMS/Medicare guidelines, and benefit plan documents.
• Go above and beyond to engage and support customers.
• Train and mentor new team members as needed.
• Analyze existing business procedures to identify gaps or inconsistencies; prepare updated documentation, flowcharts, and process guidelines.
• Assess workflows and recommend improvements to enhance efficiency and customer experience.
• Evaluate and prepare for changes in software applications or regulatory requirements impacting business processes.
• Conduct research on benefit trends, service enhancements, and their impact on the organization.
• Identify internal control weaknesses and propose corrective measures.
• Maintain a comprehensive library of policies and procedures, ensuring accuracy and currency.
• Collaborate with the team to improve business process flow and resolve customer issues effectively.

Qualifications:

• Bachelor's Degree
• Minimum of four (4) years of claims processing preferred and four (4) years in heavy call center required
• Learn various software applications and become self‑sufficient in using the software in a user interface environment
• Quickly learn and apply new tools, processes, and standards
• Demonstrate adaptability and forward‑thinking in the face of technological or organizational change
• Strong analytical and interpersonal skills
• Proficient with Microsoft products, including Word, Excel and Outlook
• Excellent customer service and telephone skills
• Individual must be reliable, dependable, and punctual
• Ability to balance and prioritize multiple tasks
• Ability to work in an environment with fluctuating workloads
• Ability to effectively balance workload in a fast‑paced work environment
• Excellent verbal and written communication skills
• Ability to make decisions with every call and handle escalated issues
• Knowledge of medical terminology
• Ability to research and verify claims payment, benefits, and eligibility issues Strong knowledge of benefits plans, policies and procedures
  

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance. For unincorporated Los Angeles county, to the extent our customers require a background check for certain positions, the Company faces a significant risk to its business operations and business reputation unless a review of criminal history is conducted for those specific job positions.