Service Representative II

Dearborn Group•Lombard, IL

5d•Hybrid

About The Position

At Dearborn, our employees are the cornerstone of our business and the foundation to our success. We empower employees with curated development plans that foster growth and promote rewarding, fulfilling careers. Join HCSC and be part of a purpose-driven company that will invest in your professional development. Job Summary Through an inbound call center and under general supervision, provide quality customer service by responding to and resolving customer inquiries focusing on first call resolution. This may include billing, claims, general policy questions, website assistance/guidance, and/or other administrative functions focusing on the products of Supplemental Health and Vision through group policies. Additional responsibilities may include responding to written requests received from our online platform along with other assigned tasks that are needed for the success of the department and organization.

Requirements

High School Diploma.
2 years customer service experience.
PC proficiency to include Word, Excel, PowerPoint and Lotus Notes.
Clear and concise interpersonal, verbal and written communication skills.
Organizational, mathematical and analytical skills.
Self directed and motivated.
Robust computer skills along with reasoning and analytical aptitude to resolve issues quickly and accurately; maneuvering between multiple systems/screens while on the phone.
Clear and concise interpersonal, verbal and written communication skills.
Organizational, mathematical and analytical skills.
Self-directed and motivated.
This is a flex-position (3 days in the office and 2 days working from home).
Need to have the ability to adapt to a work from home environment which includes reliable high-speed internet and business appropriate work area.
2 years of customer service experience, preferably in a call center environment.
Robust computer skills along with reasoning and analytical aptitude to resolve issues quickly and accurately; maneuvering between multiple systems/screens while on the phone.
Clear and concise interpersonal, verbal and written communication skills.
Organizational, mathematical and analytical skills.
Self-directed and motivated.
This is a flex-position (3 days in the office and 2 days working from home).
Need to have the ability to adapt to a work from home environment which includes reliable high-speed internet and business appropriate work area.

Nice To Haves

preferably in a call center environment

Responsibilities

Handles incoming phone inquiries from customers regarding general policy questions, membership transactions, claims status, and billing inquiries within established performance standards/metrics focusing on Supplemental Health and Vision Insurance policies.
Ability to read and interpret policies and contracts, interpret multiple benefit plans.
Understands products and services offered and recognizes the business impact prior to acting or making decisions.
Analyzes, investigates, and resolves most issues through first call resolution.
Prepare written correspondence to address specific needs.
Actively participates in team environment/activities such as workflow prioritization and monitoring, compliance with service standards and policies and procedures, problem solving, decision making and coordination with other support functions.
Provides administrative support to divisional teams, as required.
Perform customer outreach via telephone as needed.
Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies.
Maintain complete confidentiality of company business.