Customer Service Representative
***Actively hiring in these states only
- Florida
- Georgia
- Illinois
- Indiana
- Missouri
- Mississippi
- Alabama
- Maryland
Are you looking for a career where you can apply your experience and passion for providing world class service to help our customers find solutions to their questions? If the answer is yes, then you have found the perfect fit!
SureGo Administrative Services is looking for someone who is self-motivated, enthusiastic, thoughtful, and patient. Our Customer Service Representative must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently understand their questions to help find a viable solution, providing them with a memorable customer experience.
This is a permanent work from home position that begins with a virtual four-week training program, that will successfully prepare you for handling incoming calls from our customers. Currently, we are accepting applications from individuals who reside in the United States only.
What will YOU be working on every day?
- Servicing our Trip Cancellation callers with information regarding their eligibility, benefit coverage, online claim submission walk-through, and assisting them with providing claim status updates.
- Utilize knowledge of submission processes, review of claim notes and communication templates (EOBs) and appeals process to determine appropriate resolution to inquiries.
- Provide feedback to claims staff on high-level claim issues to ensure providers and members receive a prompt resolution.
- Recognize member questions that could be handled using the web portal and provide education to these callers on the benefits of utilizing the technology available.
- Perform research to answer customer inquiries and requests.
- Ensure all calls are answered according to company and client guidelines.
- Accurately document call information and resolution in our internal systems.
- Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued, and supported.
- Properly identify issues that need to be escalated appropriately to the leadership team.
- Meet quantitative and qualitative performance metrics as outlined.
Additional Responsibilities:
- Provide recommendations on system enhancements and process improvements to management.
- Participate in departmental projects when applicable.
What qualifications do YOU need to have to be GOOD candidate?
- Required Level of Education, Licenses, and/or Certificates
- High school diploma or equivalent.
- Required Level of Experience
- Minimum 2-years contact or call-center customer service.
- Excellent verbal, written, and interpersonal communication skills.
- Ability to prioritize and manage multiple tasks within multiple systems.
- Ability to work independently with minimum guidance.
- Strong data entry skills and attention to detail.
- Comfortable with computers, internet browsers, web-based applications, and general technology know-how.
- Ability to read and interrupt policy language.
- Required professional work from home etiquette.
- Understand that working from home is an agreement between SureGo and the employee that the work responsibilities will be carried out and that the employee will be available to perform their job during their scheduled hours.
- Be at your workstation and available for questions or calls during scheduled hours.
- Desired
- Insurance industry experience
- HIPPA and experience working with personal health information (PHI)
Benefits (available after completing a 90-day probationary period)
- The call center operates Monday-Friday from 8am – 6pm CST.
- Your work from home schedule would be 9:30am to 6:00 pm or 8:00am to 4:30pm CST. Schedule will be based on business needs to allocate appropriate staffing.
- 12 paid Holidays each year after 90-days.
- Medical/Dental/Vision, Short Term, Long Term and Basic Life 100% paid for the employee after 90-days. Dependents can be added at an out-of-pocket cost.
- Paid time off (PTO) accrued weekly after 90-days.
- 401K investment options after 90-days.
Home Office Requirements:
- Private, secure, solo, distraction free workspace where you can work independently and take incoming calls during your shift.
- Computer equipment will be provided and shipped to you prior to your start date.
- Internet Connectivity Requirement/Remote Positions: For 100% remote positions, we require that: (you have high speed broadband cable internet service with minimum upload/download speeds of 3Mbps/30Mbps).
