Customer Care Representative - Claims

Reliance Matrix•Arizona, AZ

1d•$18 - $22•Remote

About The Position

The Customer Care Representative provides compassionate, professional customer support to claimants and clients by phone. The role manages inbound calls related to claimant leaves and intake applications, performs outbound voice tasks for selected clients and claimants, and answers claims questions related to intake and reporting missed time. The representative documents information accurately, responds to inquiries efficiently, resolves routine administrative technical issues in applicable source systems, and delivers service measured through the department’s Quality Monitoring program. The role requires sound judgment, strong communication and organizational skills, confidentiality when handling protected health information, and reliable adherence to assigned schedules. The Customer Care Center operates 24 hours a day, seven days a week. Representatives must be available for a scheduled shift between Monday and Friday, 4 a.m. and 8 p.m. Arizona time, and be open to working some holidays. The position involves working seated and taking calls for the scheduled shift, except during scheduled breaks and lunch, in a fast-paced, team-oriented inbound and outbound call center. Work location may be flexible with company approval; the posting also describes the role as remote/teleworker and requires high-speed home internet.

Requirements

Demonstrated customer service experience; call center experience is preferred.
Strong customer service skills, including being polite, friendly, and helpful.
Patience, understanding, active listening, and compassion.
Strong attention to detail, organization, and ability to multitask.
Ability to type while talking and to work independently and remotely.
Effective verbal and written communication skills and reading comprehension.
Ability to handle confidential information with judgment and discretion.
Ability to work with a diverse workforce and communicate effectively across levels of management.
Proficiency navigating a PC and working knowledge of Microsoft Word, Excel, and Outlook.
Ability to manage departmental deadlines and key performance indicators.
Ability to use web-based programs.
High-speed home internet installed for remote/teleworker work.
Reliable attendance and adherence to assigned daily and weekly schedules.
Availability for a scheduled shift between Monday and Friday, 4 a.m. and 8 p.m. Arizona time, and willingness to work some holidays.
Ability to sit in one place, take calls, and speak for the scheduled shift, excluding scheduled breaks and lunches.
Visual acuity sufficient for data preparation and analysis, note transcription, computer-terminal viewing, and extensive reading.
Hearing sufficient to understand verbal instructions and answer telephones.

Nice To Haves

Knowledge of medical terminology.
Call center experience.

Responsibilities

Answer inbound calls from clients and claimants across the country.
Perform outbound voice work related to selected clients and claimants.
Accurately file and document client- and claimant-specific information in the applicable system.
Respond to client and claimant inquiries in a timely and efficient manner.
Deliver exceptional customer service, as measured by the Quality Monitoring program.
Use confidence, sound judgment, and decision quality when assisting claimants.
Resolve routine administrative technical issues for applicable source systems.
Answer applicable client-specific claims questions about the intake process and reporting missed time.
Maintain and protect personal health information, preserve confidentiality, and comply with HIPAA rules and regulations.
Maintain reliable, regular, and predictable attendance to ensure appropriate staffing for call volume.
Adhere to department standards and deadlines, and meet key performance indicators.
Communicate effectively with all levels of management and work collaboratively with teammates.
Perform other duties as assigned.

Benefits

Annual performance bonus for all team members.
401(k) company match that is immediately vested.
Choice of three medical plans, including prescription drug coverage; company contribution to a Health Savings Account for High Deductible Health Plan enrollees.
Dental and vision coverage options.
Company-provided life and disability insurance.
Paid parental leave and adoption assistance.
Hybrid work arrangements for eligible roles.
Tuition reimbursement and continuing professional education.
At least 20 days of paid time off per year for new hires, plus nine company-paid holidays; PTO may increase based on company level and years of service.
Volunteer days, community partnerships, and an Employee Assistance Program.
Employee Resource Group program to connect with colleagues around the country.