Care Team Representative

Care Team Representative

Entry-level, Care Team Representative

To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to expediting the claims process and providing detailed claim notes on all calls, resolving issues with one call/one person response, and directing calls to appropriate escalation path as needed.

• Acts as primary liaison with callers from multiple client accounts within a shared services environment.
• Follows specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Performs claim intake and full-service customer support within regulatory requirements, company, and client expectations at all times.
• Educates and informs the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans documenting all required details of the call in a concise professional manner.
• Enters verbal and written claim information that meets both the internal and external customer's requirements accurately into the appropriate system.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.

• Performs other duties as assigned.

Education & Licensing:
High school diploma or GED required.

Experience:

One (1) year customer service experience or equivalent combination of education and experience required. Inbound call centre experience preferred.

• Excellent verbal and written communication skills.
• PC literate, including Microsoft Office products, Windows environment.
• Must meet minimum typing requirements.
• Strong organisational skills.
• Good interpersonal skills.
• Ability to multitask in fast paced environment.
• Ability to support multiple clients across communication channels and utilise multiple systems simultaneously.
• Ability to work in a team environment and/or independently.
• Ability to meet or exceed performance competencies.
• Ability to meet all attendance expectations.

When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental:
Clear and conceptual thinking ability; excellent judgement and discretion; ability to handle work‑related stress; ability to handle multiple priorities simultaneously; ability to meet deadlines.

Physical:
Computer keyboarding, travel as required.

Auditory/Visual:
Hearing, vision and talking.

Sedgwick is an Equal Opportunity Employer and a Drug‑Free Workplace.

If you’re excited about this role but your experience doesn’t align perfectly with every qualification in the job description, consider applying for it anyway! Sedgwick is building a diverse, equitable, and inclusive workplace and recognises that each person possesses a unique combination of skills, knowledge, and experience. You may be just the right candidate for this or other roles.

As required by law, Sedgwick provides a reasonable range of compensation for roles that may be hired in jurisdictions requiring pay transparency in job postings. Actual compensation is influenced by a wide range of factors including but not limited to skill set, level of experience, and cost of specific location. For the jurisdiction noted in this job posting only, the range of starting pay for this role is (16.00 ‑ 17.85).

A comprehensive benefits package is offered including but not limited to medical, dental, vision, 401 k and matching, PTO, disability and life insurance, employee assistance, flexible spending or health savings account, and other additional voluntary benefits.