- Provide comprehensive assistance to callers with inquiries related to their employer's benefit programs.
- Support members in filing claims, setting up direct deposits, and issuing new vendor cards.
- Update and maintain member demographic information across internal and external systems.
- Capture and advise on plan elections, helping employees understand and fully utilize their benefits.
- Conduct provider searches and enroll dependents, ensuring a seamless benefits experience for all members.
- Act as a liaison for escalated issues, working closely with Account Managers to resolve complex inquiries.
- Manage a high volume of calls while employing de-escalation techniques and striving for first-call resolution.
- Maintain detailed call logs to ensure thorough follow-up and timely resolution of member inquiries.
- Participate in outreach campaigns, fostering strong relationships with clients and their employees.
- Collaborate with a team of Account Specialists and Managers to monitor and resolve pending eligibility issues.
Customer serviceMicrosoft Office SuiteCRM