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Research Analyst - International Projects

Trustmark

Research Analyst - International Projects

Boston, MA
Full Time
Paid
  • Responsibilities

    Trustmark’s mission is to improve wellbeing – for everyone. It is a mission grounded in a belief in equality and born from our caring culture. It is a culture we can only realize by building trust. Trust established by ensuring associates feel respected, valued and heard. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

    Trustmark is currently seeking a Claims Call Center Representative (Remote) to join the team. This is a remote work arrangement position.

    This role is a Claims Call Center Representative for the Voluntary Benefits division. The primary focus of this position is to respond and act on inbound customer call inquiries received through the claims call center. This position will need to exhibit problem resolution skills and provide information and feedback to incoming callers or redirect calls to other functional area as warranted. This role is expected to navigate verbally through empathy and active listening to anticipate the needs of the caller. The individual will possess and have demonstrated abilities to gather claim information and make appropriate decisions with a focus on “first call resolution” methodology.

    This position should understand the claims handling process and procedures related to Life, Accident and Health claims, as well as the ability to interpret policy provisions and respond within the appropriate state and federal laws, and the Trustmark claim methodology.

    KEY ACCOUNTABILITIES / RESPONSIBILITIES:

    Claim Call Center Responsibilities:

    • Understand the fundamentals for operating in a call center environment, along with associated call center tools, etc.
    • Ability to understand insurance products and perform the claims handling process and procedures associated with the various Trustmark products.
    • Actively interface with the caller, offering accurate claims status and feedback aligned in accordance with policy provisions, appropriate state, and federal laws, as well as the corporate claim philosophy.
    • Responsible for handling a high volume of claims center phone calls, while adhering to internal quality and performance metrics.
    • Ability to identify claims that may need additional reviews and take action or escalate as appropriate.
    • Ability to communicate contract definitions clearly and concisely to insureds both verbally and in writing.
    • Possess and continue to refine the ability to empathetically engage and respond to customer needs.
    • Ability to review and understand medical records and their impact on claim processing.

    **
    Claims Operations and Systems:**

    • Build knowledge of multiple systems and associated processes required to process claims appropriately.
    • Build and maintain knowledge for various lines of business offered, and associated forms, etc. to aid in the payment or resolution of the call.
    • Actively identify and manage incoming mail for claim processing.
    • Interpret call center reports and offer recommendations for efficiencies in either claim processing or call center management tools.

    REQUIREMENTS:

    • High school diploma or equivalent, plus 1-2 years claims and/or call center experience.
    • Ability to navigate multiple systems for the purpose of managing incoming claim phone volume.
    • Excellent verbal phone skills.
    • Ability to demonstrate care and empathy to callers.
    • Proficient in Microsoft suite of products, such as Outlook, Word & Excel.
    • Proficient and accurate database input skills.
    • Excellent time management and organizational skills.
    • Ability to remain calm and ‘think on your feet’ in stressful situations.
    • Strong attention to detail and ability to respond to shifts in direction.
    • Ability to adapt and comprehend advancements in technology.
    • Ability to work flexible hours (up to 7 p.m. eastern) to support customer requirements

    **Preferred:
    **

    • College degree preferred or equivalent work experience
    • Claims experience of 2 -3 years
    • Call center experienced 2 – 3 years
    • Professional claims designations preferred or strongly encouraged

    Come join a team at Trustmark that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

    For the third consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

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

    If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.

    Required Skills

    Required Experience

  • Qualifications

    Candidate should be comfortable using computers and speaking on the phone, and must maintain participant confidentiality at all times. Candidate must be fluent in Spanish. Associates degree preferred. Vocational or Technical degree required. Work schedule is Monday-Friday, 9am-5pm. This position is located in Framingham, MA.

     

     

    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.