Customer Service Representative

At The Liberty Company, we believe work should feel meaningful, supportive, and energizing. We’re redefining what it means to build a career in insurance by putting people, purpose, and possibility at the center of everything we do. If you’re looking for a place where collaboration is genuine, growth is encouraged, and your work truly matters, you may have just found your JOB—your Joy of Being.  We offer competitive compensation, a robust benefits package, paid time off, holiday pay, continued education support, and company-sponsored programs to promote stress management and community involvement.

We’re searching for an exceptional Customer Service Representative to join our growing TPA partner, Securus Benefits. This is a call-center customer service role and bilingual skills in English and Spanish is a plus. If you’re a great culture fit and this role sounds like your next step, we’d love to hear from you!

Position Summary:
The Customer Service Representative is responsible for delivering exceptional customer service by handling inbound inquiries from members, providers, and other contacts related to health plan benefits, eligibility, claims, and provider networks. Key duties include researching and resolving issues, explaining plan details, documenting interactions, and coordinating with internal departments to ensure timely and accurate
resolution to members, providers and other client contacts. This role requires adherence to HIPAA and company policies while meeting established performance standards for quality, efficiency, and customer satisfaction.

Essential Duties and Responsibilities:

• Respond to incoming calls and inquiries from members, providers, and other
• contacts regarding benefits, eligibility, claims status, and provider network information.
• Provide accurate information and guidance to help callers understand plan coverage, policies, and processes.
• Research and resolve issues independently or in collaboration with other departments; escalate complex matters as needed to ensure prompt resolution.
• Document all interactions and outcomes accurately and thoroughly in the system.
• Maintain current knowledge of plan designs, including employer-specific variations in benefits, cost-sharing, and authorization requirements.
• Work collaboratively with internal teams such as claims, enrollment, and provider relations to resolve inquiries efficiently and effectively.
• Ensure compliance with HIPAA regulations, company policies, and confidentiality standards.
• Deliver a positive customer experience through clear communication, professionalism, and empathy.
• Meet or exceed performance metrics including call quality, response time, and overall customer satisfaction.