Work at Home Customer Service Advisor (Kentucky residents)

Morley•UNAVAILABLE, Kentucky

8h•Remote

About The Position

This is a work-from-home customer service role in a structured contact center environment. You will spend most of your day handling health insurance questions from customers, health care providers and beneficiaries via phone and email, including benefits, eligibility and payments. You will need to listen carefully, empathize and evaluate each situation to determine next steps – while staying calm and focused across interactions. During calls, you will navigate multiple computer systems and resources to resolve questions, communicating in a courteous, personable and professional way.

Requirements

Must have the ability to pass a pre-employment background check and drug screen
High school diploma or equivalent
2+ years of customer service experience (call center, retail, restaurant/fast food, hotel, or any role where you regularly worked with customers)
Availability within operating hours: Monday - Friday | 8 a.m. - 9 p.m. Eastern time (7 a.m. - 8 p.m. Central / 6 a.m. - 7 p.m. Mountain / 5 a.m. - 6 p.m. Pacific)
Possible weekends (from October through March)
Reliable attendance and ability to follow a set schedule (queues are time-sensitive)
Clear written and verbal communication
Able to review in-depth info and reach logical conclusions
Basic math skills (for payment-related questions)
Empathy and dependability
Strong listening, organization, multitasking and time management
Ability to work in a changing environment
Basic computer skills, including Microsoft Office
Typing speed of 30+ words per minute
Kentucky resident
Secluded, distraction-free workspace
High-speed internet from a wired provider (cable or fiber)
Your computer must be connected to your modem/router using an Ethernet cable
Wireless, 5G and satellite internet aren’t supported

Nice To Haves

Experience with medical claims reimbursements or billing
Familiarity with health insurance terminology
Understanding of health care policies, procedures, applicable certificates and riders, and benefits as related to inquiry processing
Knowledge of customer service practices

Responsibilities

Research and handle questions about benefits, eligibility, payments, quality-of-care concerns and other issues
Provide accurate information to customers, managers and clients
Create and send status updates or service recovery communications
Route or escalate inquiries when needed
Explain policies, procedures and benefit details
Document each interaction clearly in the tracking system
Offer timely and accurate solutions through inbound and outbound conversations (e.g., phone calls, chats, emails) while keeping a positive and upbeat attitude

Benefits

Full-time role with benefits
Paid time off
Training provided
Leadership development program available
Team environment with access to experienced coworkers
Medical and prescription coverage
Dental and vision insurance
Associate wellness program with rewards for annual checkups
Programs to quit tobacco use and manage chronic conditions (e.g., diabetes, asthma)
401(k) with match
Flexible spending account (FSA)
Life insurance
Company-paid short- and long-term disability insurance
24/7 online access to doctors through Teladoc
24/7 nurse help desk
Patient advocacy with free 24/7 support for benefit questions and claims
Guidance for family, financial and estate planning (including wills)