Health Insurance Customer Service Representative

Overview

Wellfleet, a Berkshire Hathaway company, delivers customer-centric accident and health insurance, with quality service and uncompromising ethics. Wellfleet works to protect people against risk throughout every stage of life – from grade school to college to the workplace.

Founded in 1993 as Consolidated Health Plans (CHP), Wellfleet, headquartered in Springfield, Mass., is one of the nation’s leading providers of health and accident insurance products to the higher education market.

If you are an experienced Health Insurance Customer Service Representative, we want you! Come join our dynamic organization with this exciting opportunity to support the Wellfleet Student Health team!

• The successful candidate will be responsible for ensuring the operational functions associated with customer service for health insurance products administered by Wellfleet, including but not limited to compliance with company standards and industry best practices; consistent delivery of quality services; following policies and procedures and assisting with customer questions. This role will stay abreast of pertinent business and industry knowledge as well as state and federal regulations to maintain compliance.
• In this role, you will…
• Successfully complete training and begin taking calls for products within the Customer Service department
• Effectively apply customer service training knowledge and skills when handling member and provider calls through the Call Center
• Manage calls effectively, focus on active listening, clear and professional communication, and efficient call handling techniques to honor commitments made to our customers
• Answer calls promptly, understand the caller’s needs by asking clarifying questions, show empathy, provide accurate responses, and take ownership of issues to find solutions or escalate them appropriately
• Learn the basics of insurance and maintain knowledge of health insurance products serviced at Wellfleet
• Successfully and efficiently navigate the systems utilized within the department
• Meet and consistently maintain the Quality and Schedule Adherence standards as established by the customer service leaders
• Comprehend and interpret documents, such as training manuals, correspondence, brochures, etc.
• Multitask throughout the day to ensure expectations and department goals are met
• Consistently maintain a positive and professional attitude
• Adhere to deadlines/turn-around times
• Stay engaged and motivated to achieve success as an individual and as part of the team
• Ensure full functionality of equipment to perform job duties efficiently and effectively. This includes prompt reporting of any system or equipment issues to supervisor (or proxy) and submitting timely IT ticket, as appropriate
• Perform other duties as assigned.

• Minimum of one year work experience in customer service working in a health insurance setting or medical billing office, familiar with medical terminology, health plan documents, or benefit plan design
• Call Center experience with strong customer service skills
• Experience working with digital platforms and systems to support calls, chats and emails
• Strong written, verbal and interpersonal communication skills
• Professional phone etiquette skills
• Exceptional attention to detail with good time management skills
• Strong decision making and problem-solving skills
• Enthusiasm for serving others with the ability to be empathetic
• Willingness to help resolve inquiries at the first point of contact
• Strong work ethic with a deep sense of accountability towards your teammates and our members
• Dependable with a dedication to excellence and commitment to attendance and punctuality (being at workstation at the proper time each day, fully able and willing to work)
• Familiar with Microsoft Office and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications
• Ability to multitask while maintaining integrity and quality of service
• Ability to attend training and other company/team meetings with camera participation
• Ability to adapt within a dynamic work environment; willingness to work a flexible schedule and overtime when needed
• Maintain a separate, dedicated work area, that provides information privacy without distraction.

Here at Wellfleet, we foster a culture of growth that enables engaged and high-performing professionals to be empowered to deliver our mission and vision.

Our employees are a team devoted to providing customer service that exceeds expectations of our members and clients. Successful team members continually look for ways to improve product delivery and value.

Wellfleet offers a competitive compensation package and comprehensive benefits package including life, health and dental, vision, 401K retirement plan, short- and long-term disability coverage, flexible/dependent care spending account, tuition reimbursement, and business casual dress.

Are you interested in exploring a career at Wellfleet? Explore our open…