Customer Service Rep

Full-time - Entry Level

San Antonio, TX

About the position

WebTPA, a GuideWell Company, is a healthcare third-party administrator with over 30+ years of experience building unique benefit solutions and managing customized health plans. The Customer Service Representative is responsible for handling inbound customer calls from both providers and members. They are to ensure that the highest level of service is provided no matter what the question or concern.

Responsibilities

• Answer questions from providers and members about benefits and eligibility, while ensuring communication remains courteous and respectful at all times.
• Maintain a high accuracy level by providing complete and accurate information at all times.
• Document notes of each call to ensure all information is saved correctly.
• Abide by all Customer Service Goals as set by the Manager of the department.
• Ensure adherence of Customer Service metrics including average monthly After Call Work (AUX) time, average monthly hold time, average monthly staff time, average monthly talk time, and average monthly quality.
• Handle call backs and escalations by escalating calls to the necessary department when appropriate and making callbacks to customers as needed.

Requirements

• 0-1 years related work experience.
• Inbound call center experience in the health insurance industry.
• High school diploma or GED.
• Excellent verbal and written communication skills.
• Professional phone voice.
• Good, basic computer and typing skills.
• Proficiency in Microsoft Office (specifically Word, Excel and Outlook).

Benefits

• Medical, dental, vision, life and global travel health insurance.
• Income protection benefits: life insurance, Short- and long-term disability programs.
• Leave programs to support personal circumstances.
• Retirement Savings Plan includes employer contribution and employer match.
• Paid time off, volunteer time off, and 11 holidays.
• Additional voluntary benefits available and a comprehensive wellness program.