Customer Care Associate, Commercial Team

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Act as the primary contact for health plan customers.

• Address inquiries and resolve customer issues through education, information, and follow-up.

• Provide explanations of plans, products, systems, and processes.

• Foster customer relationships through phone communication, written correspondence, electronic messaging, and in-person visits.

• Investigate concerns and issues, delivering timely and accurate resolutions.

• Communicate and collaborate with internal departments to address customer issues.

• Accurately document and categorize inquiries and concerns.

• Clarify the complaint, appeal, and grievance processes.

• Record complaints, appeals, and grievances and submit them for processing.

• Conduct outbound calls to address complex issues related to benefits, eligibility, premiums, pharmacy, claims, and other related matters.

• Work Monday through Friday during operational hours from 7am to 7pm and Saturday from 8am to 2pm; shifts may adjust based on business requirements.

• Be prepared to work extended hours during peak business periods and new election cycles.

⛳️ Requirements

• High School Diploma or Equivalent (GED) (Required).

• At least 1 year of customer service experience (Preferred).

• Must reside in the Eastern Standard Time Zone.

• A private, quiet, distraction-free workspace at home is necessary.

• Sufficient workstation space for employer-provided equipment.

• A cable modem internet connection is required; DSL, wireless cellular, and satellite services are not acceptable.

• Minimum internet speed of 75 Mbps download and 25 Mbps upload is essential.

• Ping should be less than 150 ms.

• Jitter must be less than 30 ms.

• An Ethernet connection is mandatory; Wi-Fi is acceptable only when secured with a VPN.

• Proficiency in call center technologies, communication, computer literacy, organization, and teamwork.

🏝️ Benefits

• Healthcare benefits available from day one for both full-time and part-time roles.

• Vision insurance included.

• Dental insurance provided.

• Benefits for domestic partners offered.

• A collaborative, cooperative, and collegial work environment.