CRC Benefits - Customer Service Representative, Employee Benefits (Hybrid)

CRC Group•Livingston, NJ

3d•Hybrid

About The Position

This role ensures a high level of customer satisfaction and exceeds the expectations of our brokers by providing quality information and superior customer service for a defined scope of issues and post enrollment inquires. Our employees work a hybrid schedule. On the days we are not in the office, our teams are able to collaborate using video and screen sharing technology which means you'll feel like you’re part of the team while also enjoying the convenience of working from home. At CRC Benefits, an industry leading provider of benefits services, we believe that it takes great employees to build a resilient organization. As a result of listening to our employees, CRC Benefits earned a Top Workplaces USA award three years in a row based solely on employee feedback and CRC Group is Great Place To Work Certified! If you want to work for a company where employees are valued and growth is encouraged, CRC Benefits could be the place.

Requirements

High School diploma or equivalent, with a minimum of two (2) years’ experience in Call Center/Customer Service environment in the healthcare/insurance field.
Strong knowledge of medical conditions/terminology and insurance products.
Prior experience dealing with multiple customer service issues including account management and benefit administration systems (preferably Ease).
Possess a good understanding of HIPAA laws and guidelines.
Knowledge of Microsoft Office, specifically Excel, Word, Outlook Exchange and Microsoft Teams; proficient in Internet Explorer and Google Chrome.
Communicate effectively with all levels of internal and external personnel, both verbally and in writing.
Ability to read, analyze and interpret Explanation of Benefits (EOB).
Read, comprehend, and interpret underwriting procedures, requirements, regulations, and contracts.
Maintain complete confidentiality of information.
Work in and contribute to a positive team environment.
Complete tasks on time while managing multiple tasks simultaneously.

Responsibilities

Provides quality information and accurate solutions for a defined scope of customer issues via telephone and email correspondence.
Maintains 100% of available phone time and/or electronic service goals every day, in accordance with current standards and as directed by management.
Supports team as a first line resource in answering questions for Customer Service Representatives.
Serves as a first point of contact for escalated calls.
Determines when customer issues need to be escalated further and uses appropriate channels for timely resolution.
Provides quality customer service for issues regarding employee enrolment changes, ID card status, and effective date inquires.
Communicates effectively with all broker partners regarding all requests processed through carrier portals or Benefit Administration systems.
Monitors and processes all requests submitted through Customer Service as well as any other Benefit Administration systems the Company owns or partners with to ensure timely resolution.
Keeps up to date on all Company’s policies and promotional offerings.
Actively participates in regular team meetings, providing input to contribute to the team’s overall success in achieving customer satisfaction.
Participates in projects as assigned as a subject matter expert to represent CS.
Physical requirements include sitting, frequently speaking and hearing, and occasionally standing, walking, bending, crawling, kneeling and the ability to lift up to 25lbs.
Occasional long, irregular hours.