For more than four decades, Trustmark Health Benefits has crafted integrated, flexible, and tailored employer health plan designs that seamlessly meet specific business needs and delight members. Each of our offices around the country is managed locally, by industry veterans who understand the dynamics of the markets they serve. Our responsive and empathetic service teams provide the highest level of support for employers and members. Our local expertise and service represents our national strength. We are an independently operated subsidiary of Trustmark Mutual Holding Company.

The Customer Service Representative is responsible for providing quality service by accurately and respectfully responding to telephone, written and electronic inquiries from employees/members, providers and clients. Inquiries include a variety of topics such as benefits, eligibility, claim status, claim disposition and so on.  As a Customer Service Representative, you will have the ability to work from home and support clients in the Central and Eastern time zones.

JOB RESPONSIBILITIES INCLUDE:

• Respond to telephone, written and electronic inquiries from employees/members, providers, clients and other interested parties using system notes, plan documents and booklets, benefit reference documents, Claim Reference Manuals and claims-related memoranda.
• Treat all inquiries professionally and respectfully following Health Benefits guidelines
• Appropriately refer or escalate calls based on customer service procedures and guidelines.
• Research inquiries and respond appropriately.
• Appropriately refer unresolved inquiries or inquiries requiring further action to the appropriate individual, e.g. Analyst, Corrections, Senior, and Supervisor/Manager.
• Follow-up regularly on outstanding issues to ensure timely resolution and client satisfaction.
• Thoroughly and accurately document all inquiries using PowerSTEPP and Family Files following Health Benefits guidelines.
• Communicate via telephone, email, electronic messaging, fax, or written letter with employees/members, providers of service, clients and/or other insurance carriers to ensure proper claim processing and issue resolution.
• Initiate outgoing calls or other service projects as assigned.
• Other duties as needed/assigned

JOB QUALIFICATIONS:

• Previous customer service experience is required.
• Ability to work in a fast-paced, customer service driven environment
• Excellent verbal and written communication skills are required.
• Ability to work effectively with team members, employees/members, providers, and clients
• Ability to use common sense understanding to carry out instructions furnished in oral, written or diagram form.
• Flexible; open to continued process improvement
• Ability to learn new/proprietary systems, to adapt to various system platforms, and to effectively use MS Excel/Word.
• Prior experience in a fast-paced call center is strongly preferred.
• Must be able to work a flexible 37.5 hr. work week with a requirement to work between the hours of 8 am - 6 pm EST.
• Self-Funded Insurance/Benefits and/or TPA experience a plus.
• Knowledge of medical procedure, diagnosis coding and medical terminology preferred.
• Bilingual preferred.
• Familiarity with Summary Plan Documents (SPDs)/Insurance Booklets or other benefit descriptive tools a plus.

Come join Trustmark! Join a team that will not only utilize your current skills, but will enhance them as well. Trustmark benefits include medical/dental/life insurance, very generous 401(k) plan, wellness initiatives and much more!

Pay Range:  $18.00 - $20.00/hr. (Est.) + Bonus.  Candidate skillset, work experience, education and geographic location will be taken into consideration when determining salary offered. 

BENEFITS INCLUDE:  

• Paid Time Off
• Paid Holidays
• 401K 
• Health, Dental, and Vision
• FSA and HSA
• Basic Life Insurance & Supplemental Life
• Short/Long Term Disability
• EAP
• Back-up Care for Children, Adults and Elders
• Wellness Program

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, or disability.

Required Skills Required Experience

MINIMUM REQUIREMENTS:

• Employment is contingent on initial and continued successful background checks as determined by Boston University and applicable external agencies and meeting all applicable elements of Research Occupational Health Programs and Personnel Suitability & Reliability Program (includes initial and random drug screening) throughout the period of employment. Please note: the standards of background checks, etc. may change at any time should there be amendments to applicable laws or policies relevant to Boston University and the NEIDL.

• Minimum of four years related experience in the maintenance and repair of building electrical, fire alarm, and security systems. Experience also in HVAC and plumbing is a plus.

• Experience with building automation systems graphical interface, preferably Siemens Building Automation systems.

• Ability to read blue prints.

• Ability to specify proper parts and equipment for repairs and new installations.

• Ability to lift and move heavy items and equipment individually (up to 70 pounds) or as part of a team.

• Must be able to safely use ladders and access elevated areas such as catwalks.

• Must be able to work in close proximity to animals.

• Requires a working knowledge of computer software including databases and office suite software.

• The position requires the ability to speak, read, comprehend, and write fluently in the English language.

• Must maintain compliance with all NEIDL training requirements, and all safety protocols and procedures

• Work requires 4 years of experience with the credentials of a Massachusetts Journeymen’s Electrician’s License and maintain throughout employment.

• Must have and maintain valid driver’s license.

PREFERRED REQUIREMENTS:

• Master Electricians License
• Fire Alarm Technician’s License
• Security Systems Technician’s License
• Knowledge of NFPA 70E
• Knowledge of HVAC/Controls

THE NATIONAL EMERGING INFECTIOUS DISEASES LABORATORIES (NEIDL)_ is part of a national network of secure facilities that study infectious diseases – whether they occur naturally or are introduced deliberately through bioterrorism. The NEIDL is dedicated to the development of diagnostics, vaccines and therapeutics to combat emerging and re-emerging infectious diseases. In addition to Bio Safety Level (BSL)-2 and BSL-3 laboratories, the NEIDL houses BSL-4 laboratories that will operate at the highest level of containment. The NEIDL will add to the growing life sciences industry in the region, throughout the Commonwealth of Massachusetts, and across the country._

Individuals seeking affiliation with or employment within the NEIDL may be subject to the following suitability requirements. Failure to meet any of these requirements may result in ineligibility for employment or affiliation:

• CRIMINAL BACKGROUND CHECK: To be completed in accordance with BU Public Safety guidelines and all federal, state and local laws and regulations.
• BASIC BACKGROUND CHECK: Includes, but is not limited to, verification of:
  • Social Security Number;
  • Academic credentials;
  • Past employment;
  • Licenses and credentials;
  • Sexual Offender Registry Information (SORI) check;
  • Credit history check;
  • RMV/DMV driving record, if required.
• MEDICAL CLEARANCE PROCESS: includes Research Occupational Health Program (ROHP) evaluation, drug screening, initial psychological screening, and immunization/titer level review completed in accordance with NEIDL Medical Surveillance Policy for all employees working at the NEIDL.
• TRAINING AND EDUCATION: to be completed in accordance with Section 8, Ongoing Personnel Reliability Program, for all employees working at the NEIDL.

Individuals seeking or required to have approval to work with Select Agents will be subject to the following additional requirements:

• DEPARTMENT OF JUSTICE CRIMINAL BACKGROUND CHECK AND FINGERPRINTING: To be completed in accordance with CDC requirements as part of application to have access to Select Agents.
• SELECT AGENT USE APPROVAL: to be completed in accordance with all regulations including the requirements of the Boston Public Health Commission (BPHC), Institutional Biosafety Committee (IBC) and the Center for Disease Control (CDC).

Please note, any individual working in the NEIDL facility and granted unescorted access, is subject to

• periodic background reviews, including but not limited to: criminal background, credit history, drug screening, and behavioral evaluations;
• periodic checks and regular renewals of security credentials, any applicable licenses, and verification of the successful completion of any required training at the facility
• Search of person, clothing and effects prior to entry into or egress from NEIDL

When applicable, individuals will be required to maintain all applicable clearances and licenses and to disclose any changes in circumstances that could compromise access to the facility.

Continued employment/ affiliation is contingent upon strict adherence, at all times, to all applicable safety and security rules, procedures, and protocols, as well as required training regimens.

This position is 50% grant funded 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law. We are a VEVRAA Federal Contractor.