Business Associate 1 Customer Service

Business Associate 1 Customer Service
Pan-American Life Insurance Group (PALIG)

Location: U.S. Remote (Pennsylvania)

About the Role:

Reporting directly to the Customer Service Supervisor, the Business Associate I serves as a primary point of contact for members, providers, and third-party administrators. This role is responsible for delivering exceptional customer service by providing accurate benefit verification and claim status information.

The ideal candidate is customer-focused, detail-oriented, and committed to providing a positive service experience while maintaining confidentiality and compliance with HIPAA requirements.

Essential Functions:

Customer Service

• Handle customer contacts and provide exceptional customer service in a professional, courteous, and timely manner according to department standards
• Assist customers with questions regarding eligibility, benefits, and claim status, providing accurate information
• Safeguard all customer and confidential information in compliance with HIPAA and company guidelines
• Properly document all customer contacts and maintain accurate records through Workbench
• Communicate and collaborate effectively with team members to maintain and enhance a positive customer service experience and work environment

Miscellaneous Tasks

• Mail claim forms, stop-payment forms, EOBs, and plan documents via USPS (or fax with management approval)
• Handle inquiries regarding faxed documents, confirm receipt, and create Workbench tasks as needed
• Educate members on the value of the web portal, including available resources and navigation assistance

Other Duties as Assigned

• Participate in special training sessions that may occur outside of regular business days and hours

Education & Experience:

Required:

• One to two years of customer service experience

Preferred:

• Bachelor's degree
• Life, Health, and Accident License

Knowledge, Skills & Abilities (KSAs):

• Working knowledge of ICD-9, ICD-10, CPT codes, medical terminology, and HIPAA guidelines is a plus
• Proficiency with Microsoft Office applications.
• Strong analytical, written, and verbal communication skills
• Strong customer service orientation and commitment to delivering a positive member experience
• Strong organizational skills, time management skills, and the ability to multitask
• Self-starter with the ability to work independently and successfully perform essential job duties

What We Offer:

• Competitive compensation package (base salary and bonus)
• Comprehensive benefits, including medical, dental, 401(k), paid time off, and tuition reimbursement
• Medical and dental coverage effective the first of the month following 30 days of service
• Hybrid work opportunities

About Us:

Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses across 49 U.S. states, the District of Columbia, Puerto Rico, and the U.S. Virgin Islands through its U.S.-based member companies, Pan-American Life Insurance Company and Pan-American Assurance Company.

At PALIG, our employees are our greatest asset. We value collaboration, trust, and the confidence of our policyholders. Our long-standing commitment to excellence continues to drive our success.

Pan-American Life Insurance Group is an Equal Opportunity Employer and a Drug-Free Workplace.