Customer Service Representative

ParetoHealth•Philadelphia, PA

1d•Hybrid

About The Position

ParetoHealth is redefining the way employers fund healthcare. As the largest and fastest-growing benefits captive in the United States, we help thousands of small and midsize employers take control of healthcare costs through a smarter, more sustainable model. Our mission is simple: give small and midsize employers the scale and protection they need to eliminate volatility and lower healthcare costs. By combining data-driven insights, innovative risk management, and the collective purchasing power of our community, we enable employers to reduce volatility, improve long-term outcomes, and reinvest savings into their businesses and their people. Headquartered in Philadelphia, ParetoHealth is growing rapidly and transforming one of the country's largest industries. Our success is fueled by talented people who are united by our four core values: Fire in the Belly, For the Greater Good, See the Field, and Get It Done Right. These values shape how we innovate, collaborate, make decisions, and deliver exceptional results for our clients and one another. If you're energized by solving complex challenges, thrive in a high-growth environment, and want to help reshape the future of healthcare, we'd love to meet you. Please note that ParetoHealth does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future. The Customer Services Representative will primarily be responsible for assisting in the day-to-day management of customer accounts and supporting the account management team. The Client Services Representative is responsible for triaging inquires that include but are not limited to renewals, cost containment programs, and captive questions. The Client Services Representative is also responsible for supporting account management in administrative needs such as running reports, tracking down information, coordinating between departments, and ensuring quality and timely responses for all stakeholders, internal and external.

Requirements

2+ years of customer experience, preferably insurance or healthcare related
Bachelor's Degree required
Dedication and willingness to work hard under pressure in a high-volume inbound service center
Stellar customer service skills, with ability to manage multiple activities at one time
Clear and effective oral and written communication skills
Excellent analysis and organization skills
Strong critical thinking skills and the ability to multi-task
Ability to problem solve and perform root cause analysis
Superior listening skills and ability to resolve conflict
Quality focused with ability to meet deadlines
Team oriented
Ability to work independently
PC proficiency in MS Word, Excel, PowerPoint and Salesforce
Ability to conduct customer calls and internal meetings in an appropriate manner

Nice To Haves

Applicable health care market knowledge or stop loss knowledge is a plus

Responsibilities

Operate as the point of contact for internal and external inquiries supporting our customers
Handles both inbound and outbound tickets, emails and calls
Ensure the timely and successful delivery of resolutions to customer needs
Supports Account Management with renewal data, following up on outstanding requests, pulling reports and answering questions on cost containment, renewals, and other customer related inquiries
Operate as a center of knowledge learning and maintaining record of responses for consistent and timely resolution
Assist with high severity requests or issue escalations as needed
Build and maintain strong relationships with internal and external stakeholders, partners & customers
Develop a trusted relationship with key customer contacts and internal business partners
Participation in all training, education and company activities
Other duties as assigned