Job Description

IBA Health Concierge Customer Service. You will be part of our Inbound Call Staff. The mission of this model is designed to meet each member at every aspect of their health care journey. Our embedded customer-dedicated service allows maximization of inbound and outbound touchpoints to solve members’ needs by taking ownership to resolve issues that arise by advocating on behalf of our members. You will also service our Providers by helping them coordinate care; answer benefit, claim & eligibility questions on behalf of our Members.

IBA HEALTH CONCIERGE CUSTOMER SERVICE RESPONSIBILITIES:

• Taking inbound calls for both Members and Providers
• Assisting providers to answer questions related to members health plan.
• Schedule appointments for preventative health screenings, COVID-19 vaccinations, or other healthcare appointments.
• Making outbound calls on behalf of our members to help resolve any billing issues or questions regarding their benefits.
• Help our members understand their health insurance and how to use it, including helping them change primary care physicians, locating urgent care clinics, and getting precertification for specific services.
• Perform review of member claim history to ensure accurate tracking of benefit applied; including but not limited to maximums and/or coinsurance/deductible and uses applicable system tools and resources to resolve the member’s needs.
• Guide the member through their plan of benefits, International Benefit Administrators policy and procedures as well as having knowledge of resources to comply with any regulatory guidelines.
• Taking accountability to fully understand the member’s needs by building a trusting and caring relationship with the member. Anticipates Customer needs. Provides the Customer with related information to answer the unasked questions with a First Call Resolution.
• Provides the customer with related information to answer the unasked questions, e.g. additional plan details, benefit plan details, member self-service tools.

If this sounds like you, please read on to see if your equipment, Internet, and peripherals meet the job requirements. We will provide all the computer equipment needed except the following.

YOU WILL BE SUPPLIED: 1 Laptop, 1 Monitor, 1 Headset & a Docking Station.

Wi-Fi CANNOT be used. You will need an ETHERNET CABLE connecting the modem to the computer to test the results for the internet speed. MUST be a minimum of 25 mbps download speed AND a minimum of 10 mbps for upload speed. To test, go to speedtest.net

If you’re ready to begin your career with IBA and meet the minimum requirements, then we can’t wait to meet you. Apply now!

REQUIRED QUALIFICATIONS 6 plus months in customer service role

PREFERRED QUALIFICATIONS Strong written & verbal communication skills required • Ability to multi-task, prioritize and effectively adapt to a fast paced changing environment required • Demonstrated organizational and communication skills required • Intermediate typing skills – 50 WPM strongly desired • Ability to seamlessly, multi-task while using multiple systems, to efficiently provide service to members • Deep problem solving skills with demonstrated ownership of issue resolution • Possess top-notch people skills – listening, caring, connecting, empathy, and supporting • Highly perceptive individual with strong self-awareness and empathy in interacting with various audiences • Demonstrated propensity for responsiveness and a sense of urgency when helping members • Demonstrated ability to uphold Aetna’s values of caring, inspiration, integrity, and excellence in each member interaction and in building team cohesiveness • Strong skillset in the use of the suite of Microsoft Office tools strongly desired • Ability to work effectively in a team environment required • Ability to learn and retain in a complex environment • Health Background Customer Service experience preferred

EDUCATION High School Diploma or G.E.D required – College degree or equivalent work experience strongly preferred

Company Description

International Benefits Administrators (“IBA”) is a TPA, founded in 1972, that specializes in the design, implementation & administration of self funded health and dental plans. IBA also provides claims paying support for several medical insurance carriers.