Hybrid Call Center Service Associate

at NJM Insurance Group

• Job title: Call Center Service Associate
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $45,698 - $60,803 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Hopewell, United States

About the role

• Call Center Service Associate resolving customer inquiries received by phone or written correspondence. Delivering excellent customer service in the health insurance industry from Hopewell, NJ.

Responsibilities

• Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.
• Receive customer inquiries via phone, fax, mail, e-mail, etc.
• If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
• Review computer systems and/or other reference materials to complete verification process.
• Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
• Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
• Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
• Follow up on unresolved issues in a timely manner, escalating call trends to management.
• Deliver an excellent customer service experience while meeting quality and production standards.
• Perform other relevant tasks as assigned by management.

Requirements

• High school degree or equivalent required
• Some college preferred
• Some experience in a call center or customer service role within the health insurance industry preferred
• Knowledge: Medical terminology and medical billing coding preferred
• Excellent Customer Service skills including the ability to manage and diffuse irate calls
• Ability to work in a high pressure, fast pace environment
• Keyboarding proficiency
• PC proficiency
• Strong verbal and written communication
• Interpersonal skills (i.e. active listening)
• Investigative and analytical skills
• Ability to multitask
• Time management skills
• Flexibility and adaptability
• Ability to work effectively within a team environment

Benefits

• Comprehensive health benefits (Medical/Dental/Vision)
• Retirement Plans
• Generous PTO
• Incentive Plans
• Wellness Programs
• Paid Volunteer Time Off
• Tuition Reimbursement