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By | April 13, 2022

Job Responsibilities : Customer Service Representative – Connect Benefit Advocate

Salary : $14 per hour

Company : Trustmark

Location : Remote

Job Responsibilities 

  • 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 that includes holidays rotating Saturdays and possibly Sundays.
  • Applicants must have the flexibility to start as early as 6:00 am CST and be able to work as late as 8:00 pm CST. You will be provided with a set work schedule based on business needs.
  • 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.

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