Customer Service Rep - 2nd Shift position - 11:25am - 8:00pm CS

WPS—A health solutions company • Fitchburg, WI

3d • $19 • Remote

About The Position

We are seeking a talented Customer Service Rep to join our team! The successful
candidate will play a critical role in providing call center telephone support,
as well as responses to written inquiries submitted by, military members,
retirees, and dependents eligible for both TRICARE and Medicare benefits. In
addition, this role is responsible for assisting with claims and billing
inquiries from hospitals and clinics. Inquiries can include questions about
claims, benefits, and eligibility. Success is accomplished by navigating
multiple systems to research and resolve complex inquiries with a clear,
accurate, and easy to understand response.

Requirements

• U.S. Citizenship is required for this position due to Department of Defense restrictions.
• High School Diploma or GED or equivalent experience.
• 1 or more years of customer service experience working in a fast paced, high volume call center environment.
• Strong verbal and written communication skills with the ability to effectively explain complex information.
• Proficiency in Microsoft Office Suite and customer service software.
• Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience.
• Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to maintain a high level of accuracy and attention to detail.

Nice To Haves

• 2 or more years of experience in a fast paced, high volume call center environment.
• 1 or more years of customer service experience working with health insurance and/or medical claims.
• Ability to learn medical and insurance terminology.
• 1 or more years of experience with navigating dual monitor screens and utilizing multiple programs at once.
• Strong skillsets in multi-tasking, research, and problem-solving.

Responsibilities

• Serving as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services.
• Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers.
• Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status.
• Process correspondence by reviewing detailed information across multiple systems to accurately resolve complex TRICARE related inquiries while delivering clear, thorough, and easy to understand responses.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.

Benefits

• Remote work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with a 100% match for the first 3% of your salary and a 50% match for the next 2% of your salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Professional and Leadership Development Programs

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED