Health Plan Specialist

TEKsystems•Phoenix, AZ

3d•$21 - $22•Remote

About The Position

Provide exceptional inbound telephonic customer service to health plan members, handling approximately 50-70 calls per day during peak Open Enrollment season. Answer complex questions related to benefits, billing, enrollment, and other health plan inquiries with accuracy and professionalism. Own each member interaction from start to finish by providing end-to-end issue resolution and ensuring all concerns are fully addressed. Document all member interactions thoroughly, maintaining complete, accurate, and timely records in the appropriate systems. Treat all customers with respect and courtesy, consistently acting with the members best interests in mind. Utilize online tools, resources, and multiple applications efficiently to research information and resolve member issues. Resolve customer issues with a high degree of accuracy, ensuring timely follow-up and clear communication of outcomes. Assist members in complex situations by applying critical-thinking skills, problem-solving abilities, and clear explanations of complex information. Collaborate with team members to support one another in managing customer issues and sharing best practices. Maintain excellent attendance and reliability to support consistent service levels for members. Participate actively in remote meetings and training sessions, appearing on camera and engaging with facilitators and peers. Use all company-provided equipment, including headset and dual monitors, in accordance with security and performance expectations.

Requirements

High School Diploma, GED or equivalent; equivalent work experience will be considered in lieu of educational requirement
2+ years of call center experience
Customer Service experience in a Health Insurance related setting (highly preferred)
Proficiency in MS Office applications, using multi-screen workstations, and using multiple applications simultaneously.
Excellent verbal and written communication skills

Responsibilities

Provide exceptional inbound telephonic customer service to health plan members.
Answer complex questions related to benefits, billing, enrollment, and other health plan inquiries.
Provide end-to-end issue resolution and ensure all concerns are fully addressed.
Document all member interactions thoroughly, maintaining complete, accurate, and timely records.
Utilize online tools, resources, and multiple applications efficiently to research information and resolve member issues.
Resolve customer issues with a high degree of accuracy, ensuring timely follow-up and clear communication of outcomes.
Assist members in complex situations by applying critical-thinking skills, problem-solving abilities, and clear explanations of complex information.
Collaborate with team members to support one another in managing customer issues and sharing best practices.
Maintain excellent attendance and reliability.
Participate actively in remote meetings and training sessions, appearing on camera and engaging with facilitators and peers.
Use all company-provided equipment, including headset and dual monitors, in accordance with security and performance expectations.