Ability to interpret contract benefits and explain policy information accurately
Proficiency in documenting calls and updating policy files/imaging systems with attention to detail
Customer-focused, professional approach with ability to work in cross-functional teams and participate in training
Requirements:
Interpret contract benefits accurately to policyholders, agents, and providers with a positive and professional approach
Provide claim status to policyholders or providers with a positive and professional approach
Answer calls in a helpful, professional, timely manner; place outgoing calls as needed to provide or obtain information
Document all calls and update policy files/imaging system to leave a clear and concise audit trail; transfer calls to other departments as required to meet customer needs
Job description
Interpret contract benefits accurately to policyholder, agents, and providers with a positive and professional approach.
Provide claim status to policyholders or providers with a positive and professional approach.
Answer calls as required by company policy in a helpful, professional, timely manner.
Place outgoing calls as needed to provide or obtain information.
Document (written/on-line) all calls while in progress.
Transfer calls to employees in other departments as required to meet customer needs.
Fully document policy file or imaging system with all related material so as to leave a clear and concise audit trail.
Actively participate in cross training and group training sessions to maximize team efficiency and maintain or exceed service standards.
Communicate openly with Supervisor, Team Lead and other team members to ensure accurate responses and avoid duplication of efforts.
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