Customer Service Representative

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

📋 Description

• Manage a high volume of inbound calls with professionalism, empathy, and precision.

• Deliver clear and accurate information about health insurance benefits, claims, billing, and eligibility.

• Support members in utilizing online resources and submitting their requests.

• Record all call interactions in customer management systems, ensuring compliance with company and regulatory standards.

• Follow call handling guidelines, including average handle time, quality scores, and first-call resolution goals.

• Adhere to compliance regulations, including HIPAA, CMS, and state-specific guidelines.

• Appropriately escalate complex issues to guarantee prompt resolution.

• Keep updated on changes to health plan policies, systems, and procedures.

• Contribute to ongoing improvement by identifying trends and opportunities to enhance customer experience.

⛳️ Requirements

• High school diploma or equivalent (an associate or bachelor’s degree is preferred).

• 1–2 years of customer service experience; previous call center or healthcare/insurance experience is preferred.

• Strong verbal, written, and interpersonal communication skills, with the capability to simplify complex information.

• Proficient in Microsoft Office (Outlook, Word, Excel, Teams) and quick to learn new software systems.

• Exceptional documentation and data entry accuracy.

• Strong reading comprehension abilities.

• Ability to function in a structured, fast-paced environment while achieving productivity and quality metrics.

• On-camera presence is essential for training sessions and meetings.

🏝️ Benefits

• Outstanding medical, dental, and vision insurance*

• Biannual employer contributions to HSA, covering 50% of the HDHP plan’s annual deductible!

• Basic Life and AD&D insurance provided by the company

• Company-funded Short-Term and Long-Term Disability**

• Flexible Spending Accounts*

• 401(k) Retirement Plan with up to a 6% employer match** (100% fully vested after 3 years)

• More than 10 paid holidays

• Generous paid vacation and sick leave

• Annual Volunteer Paid Day

• Annual Tuition Reimbursement

• Annual Health and Wellness Reimbursement

• Numerous enjoyable company events*