Customer Service Representative

Gallagher-posted 15 days ago
$48,000 - $52,000/Yr
Full-time • Entry Level
Torrance, CA
5,001-10,000 employees
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Keenan is a leading insurance brokerage and consulting firm serving hospitals, public agencies, and California school districts. Specializing in employee benefits, workers' compensation, loss control, financial services, and property & liability, Keenan is committed to delivering innovative solutions that protect and empower the communities we serve. As part of Gallagher, a global leader in insurance, risk management, and consulting, you’ll be joining a team that’s passionate about helping individuals and organizations thrive. Keenan has an exciting career opportunity as a Customer Service Representative. Customer Service Representatives respond accurately and promptly to email or telephone inquiries regarding claims, benefits, eligibility, online portal technical assistance and automated benefit/claims telephone system education and support, while adhering to schedule, attendance, email volume and call center metric and quality goals. Customer Service Representatives will use multiple software systems and reference numerous resources in order to service customers. CSR’s may be assigned specific off queue task as needed, and are expected to handle those tasks timely and communicate to leadership if tasks are getting behind or if issues arise that leadership should be aware of.

  • Provide customer service via telephone or email to clients, providers, and plan participants and follow specific call handling instructions for each client or call type.
  • Refer Provider and Member callers to use online portal registrations, assisting users with logins, and system navigation.
  • Proficiency in Automated Benefit Claims system, to appropriately educate Providers how to use it.
  • Expected to take 6 calls per hour/48 calls per day to meet the set standard of production.
  • With the average speed of answer (ASA) of 30 seconds and an abandonment rate of 3%.
  • Expected to reach the goal of 20 minutes of after call work per day.
  • Call hold times should not exceed 2 minutes without following up with the caller.
  • CRM, open customer service calls should be closed within 15 business days and sooner if urgent.
  • Understanding of plan benefits and where to find training resources in order to provide current and accurate information to a caller.
  • Follow technical guidelines related to PC daily shut down, how to manage systems and documents in order to optimize system performance, and must meet at home technical requirements.
  • Proficiency in all systems used to service our clients, keeping user logins current.
  • Stay current on emails, ensuring understanding of policies, procedures and relevant information is current when handling calls or emails.
  • 100% documentation is expected for each call received, unless there is specific instruction not to document a specific call type.
  • Call quality should be at 90% and above for all call quality audits.
  • Escalations should be handled according to the caller’s needs, following the documented escalation procedures and appropriate resolution and follow up time.
  • Proactively communicate with management when training is needed, or time of queue is required to get current on emails.
  • Check and adhere to daily schedule in Contact Center system, currently Ring Central.
  • Attendance is an essential part of the job function and excessive unscheduled tardiness, or absenteeism's will be addressed individually.
  • Review complex or unusual claim situations and review claims previously processed incorrectly and forward to designated personnel with recommended corrective actions.
  • Reach out to call center leadership, CSR Support for assistance when information is unclear; providing accurate information to customers is imperative.
  • Must make all efforts to be in Available status when not on a call and communicate to call center leadership about off queue needs in real time. Call avoidance is never acceptable.
  • Report concerning calls that could turn into complaints to call center leadership immediately.
  • Report feedback about call center issues, technical issues, CSR performance issues that can impact everyone immediately.
  • Participate in mandatory team meetings.
  • Other duties as assigned.
  • High school diploma and a minimum of 1 year of customer service experience.
  • Strong typing and basic computer skills.
  • Good verbal communication skills.
  • Maintains a high level of professionalism with clients and establishes a positive rapport with every caller.
  • Prior customer service background with knowledge of health insurance benefits.
  • Bilingual (English and Spanish) preferred.
  • HIPAA and Medical Terminology courses helpful.
  • Proficient in Microsoft Outlook, Excel, and Word.
  • Excellent verbal and written communication skills.
  • Medical/dental/vision plans, which start from day one!
  • Life and accident insurance
  • 401(K) and Roth options
  • Tax-advantaged accounts (HSA, FSA)
  • Educational expense reimbursement
  • Paid parental leave
  • Digital mental health services (Talkspace)
  • Flexible work hours (availability varies by office and job function)
  • Training programs
  • Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
  • Charitable matching gift program
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