Job Description

Are you looking for a career where you can apply your experience and passion for providing world class service to help our customers find solutions to their questions, if the answer is yes, then you found the perfect fit!

SureGo Administrative Services is looking for someone who is self-motivated, enthusiastic, thoughtful, and patient. Our Customer Service Representative must have strong problem-solving skills, coupled with the natural ability to provide empathy for the customer – always taking the time to patiently understand their questions to help find a viable solution, providing them with a memorable customer experience.

This is a permanent work from home position that includes a virtual two week paid training program, which will successfully prepare you for handling incoming calls from our customers. CURRENTLY, WE ARE ACCEPTING APPLICATIONS FROM INDIVIDUALS WHO RESIDE IN THE UNITED STATES IN ALABAMA, FLORIDA, ILLINOIS, INDIANA, MARYLAND OR MISSOURI ONLY.

Rate of Pay: $13-$14 per hour plus 100% paid medical/dental benefits for the employee after a 90-day probationary period. Also includes 12 paid holidays and PTO after the probationary period as well as company paid Short-Term and Long-Term Disability along with Voluntary Life options.

WHAT WILL YOU BE WORKING ON EVERY DAY?

• Servicing our Travel and Medical callers with information regarding their eligibility, benefit coverage, authorizations, claims, and assisting them with locating a provider in their area,

• Utilize knowledge of submission processes, review of claim notes and communication templates (EOBs) and appeals process to determine appropriate resolution to inquiries.

• Provide feedback to claims staff on high-level claim issues to ensure providers and members receive a prompt resolution

• Recognize provider and member questions that could be handled using the web portal and provide education to these callers on the benefits of utilizing the technology available.

• Perform research to answer customer inquiries and requests.

• Ensure all calls are answered according to company and client guidelines.

• Accurately document call information and resolution in our internal systems.

• Apply effective diffusion techniques when necessary to ensure our customers feel heard, valued and supported.

• Properly identify issues that need to be escalated appropriately to the leadership team. • Meet quantitative and qualitative performance metrics as outlined. Additional Responsibilities:

• Provide recommendations on system enhancements and process improvements to management.

• Participate in departmental projects when applicable.

WHAT QUALIFICATIONS DO YOU NEED TO HAVE TO BE GOOD CANDIDATE?

• Required Level of Education, Licenses, and/or Certificates o High school diploma or equivalent.

• Required Level of Experience o 1 -3 years of job related experience (heavy phone work, reception, call center etc.)

• Required Knowledge, Skills, and Abilities Basic knowledge of Microsoft Office products including but not limited to Word, Excel, and Outlook.

o Ability to work an 8-hour shift between the hours of 8 am and 6 pm central time.

o Ability to work occasional overtime as needed.

o Excellent listening and communication skills

o Superior customer service skills including the natural ability to provide empathy

o Strong data entry/typing skills

o Strong navigation skills and the ability to multi-task

o Excellent attention to detail

o Critical thinking skills to quickly analyze and clearly understand a specific request or customer need and then leverage knowledge and resources to provide the appropriate solutions.

HOME OFFICE REQUIREMENTS:

• Private, secure, distraction free workspace

• Computer equipment will be provided by the company

• Internet Connectivity Requirement/Remote Positions: For 100% remote positions, we require that: (you have high speed broadband cable internet service with minimum upload/download speeds of 3Mbps/30Mbps

Be part of a team committed to a culture of Respect, Ownership, Innovation and Integrity We offer exceptional professional growth opportunities; a casual, friendly work environment; and competitive wage and benefits.

SureGo Administrative Services is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics such as race, color, national origin, religion, gender, age, marital status, disability, veteran status, citizenship status, sexual orientation, gender identity, or any other status protected by law

Company Description

Travel Insurance