Customer Service Representative Level I

:

Customer Service Representative

Heartland Health & Wellness Fund is a full-service, independent home care company that offers an exceptional work environment. We are a team of people who care about our patients, our employees, and our customers. Heartland Health & Wellness Fund provides personal care services in the comfort of our own homes. We are looking for customer-oriented service representative with excellent communication skills who will act as a liaison, provide product/services information and resolve any emerging problems that our customer accounts might face with accuracy and efficiency. The best customer service representatives are genuinely excited to help customers. They are patient, empathetic, and passionately communicative. They love to talk. Customer service representatives can put themselves in their customers' shoes and advocate for them when necessary.

Reports To: Customer Service Manager

PRIMARY DUTIES AND RESPONSIBILITIES

ESSENTIAL FUNCTIONS

· Answer telephone, screen and direct calls or provide service to members.

· Staff the lobby and receptionist window.

· Respond to participant inquiries by phone and/or mail.

· Process enrollment and Life Event forms.

· Post Eligibility monthly

· Prepare and mail monthly enrollment packets.

· Receive and sort mail and deliveries.

· Oversee mailroom and daily mailings for Postal Service.

· Inventory and maintain paper supply, envelopes, and enrollment packet mailing materials.

· Correspond with and answer questions from participants, Vendors , Union representatives, employer's HR Dept . and providers regarding benefits and eligibility.

· Respond to request from participants for special forms.

· Handle related data entry information including correspondence with the PPO organization and precertification carriers.

· Scan in ALL member forms and indexing.

· Prepare and mail COBRA election and HIPAA notices.

· Prepare and mail COBRA election forms monthly.

· Knowledge and understanding of basic Contribution responsibilities.

ADDITIONAL DUTIES :

Short Term Disability

· Review and verify eligibility to send out disability forms when requested.

· Communicate with disability participants regarding their check disbursements.

· Provide disability department contact information to participants, providers, and employers. (ie, fax numbers, shared Sick Pay email address)

· Basic knowledge and understanding of the guidelines for Short Term Disability.

PROCESSES AND PROCEDURES

· Properly document in the Basys system any correspondence relating to eligibility, life insurance beneficiaries, HIPAA authorization forms, and any other enrollment and eligibility information.

· Embrace new systems and processes to increase efficiency.

FUND RULES AND PROCEDURES

· Demonstrate and follow our Employee Reference Guide.

· Perform all other duties as assigned.

EXPERIENCE AND TRAINING:

• High school diploma or GED equivalent - required.
• Basic computer skills - required.
• Knowledge of Microsoft Office Suite- required.
• Customer Service via Telephone experience- required.
• Typical office setting experience including filing, typing, scanning, copying, computer knowledge - required.

SKILLS AND ABILITIES

• Thorough knowledge of Heartland Health and Wellness plan provisions, policies, procedures, and practices.
• Basic communication skills - required.
• Computer skills and typing proficiency- required.
• Ability to add, subtract, multiply, or divide quickly and correctly.
• Problem solving skills.

PHYSICAL DEMANDS AND WORKING CONDITIONS

• Ability to be in a Sedentary position for an extended period.
• Ability to bend, stoop and stretch as required.
• Ability to lift to 10 lbs.

Job Type: Full-time

Pay: $15.00 - $17.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift
• Morning shift

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• In-person
• Office

Experience:

• Call center: 1 year (Required)
• Administrative: 1 year (Required)
• Customer Service: 1 year (Required)

Work Location: In person