Engagement Center Representative

Encova•Charleston, WV

3d•Hybrid

About The Position

The Engagement Center Representative provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions regarding Workers’ Compensation, Commercial and Personal Lines insurance. This role can work a hybrid or a full time schedule in our Charleston, WV office or work from home in any of our listed payroll states. Encova is only able to employ associates who reside and work within specific U.S. states. Our current policies are based on the laws in states in which we are registered for payroll. Our current footprint includes: Connecticut, Delaware, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, New Hampshire, New Jersey, North Carolina, Ohio, Pennsylvania, South Carolina, Tennessee, Texas, Virginia, West Virginia, Wisconsin.

Requirements

Ability to provide excellent customer service to both external and internal customers
Ability to work as a team member and perform based on established standards and expectations
Ability to multi-task
Must be detail-oriented
Excellent written and oral communication skills
Experience with Microsoft Products
Utilize critical thinking skills
Ability to work proficiently in multiple systems
Ability to consistently exercise sound judgment
Ability to effectively analyze and apply information
High school diploma or equivalent required
One year of previous full-time experience in customer service preferred, insurance experience within multi-line industry preferred

Responsibilities

Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions
Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken
Interact with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents.
Creates certificates of insurance for policyholders
Enters or updates specific claim, policy and/or customer data into computer system
Researches medical bill coding issues or pharmacy related issues
Provide support to customers and agents while using the Encova Edge Portal
Take payments from customers or assists customers with online payment portal