Bilingual Client Service Representative

For more than 60 years, Western Growers Assurance Trust (WGAT) has been providing members of Western Growers, an association representing employers in the agriculture industry, with an affordable health benefit solution to keep their staff and businesses thriving. When you work for WGAT, you will join a team of caring professionals who are committed to serving our clients in a variety of capacities including claims management, customer service, account management,enrollment and eligibility.

A part of the Western Growers Family of Companies, Western Growers Assurance Trust (WGAT) was founded in 1957 to provide a solution to a need in the agricultural community — a need for employer-sponsored health benefit plans not previously available from commercial health insurance carriers. WGAT is now the largest provider of health benefits for the agriculture industry. The sponsoring organization of WGAT is Western Growers Association, created in 1926 to support the business interests of employers in the agriculture industry.

WGAT’s headquarters is located in Irvine, California.

WGAT’s mission is to deliver value to agriculture-based employer groups by offering robust health plans that meet the needs of a diverse workforce. By working at WGAT, you will join a dedicated team of employees who truly care about offering quality health benefits and excellent customer service to plan participants. If you want to start making a difference working in the health care industry, then apply to WGAT today!

Compensation: $39,208- $55,972 with a rich benefits package that includes profit-sharing.

The Client Service Representative I (CTSR) reports directly to the Supervisor of Client Services and is responsible for the enrollment, implementation, and education of Western Growers Assurance Trust (WGAT) and Pinnacle Claims Management. Inc. (PCMI) health benefit plan participants. This position also involves collaborating with third-party vendors related to employee health benefits.

This includes the investigation of problems/issues to determine the source of the problem, evaluation of investigation results, and determination of necessary corrective action for problem/issue resolution using established procedures and protocol.

Qualifications

• High School Diploma or equivalent, with 1-3 years of experience in customer service, preferred.
• Fluency in Spanish is required, and the ability to use Spanish for up to 70 % of the time.
• Intermediate knowledge of computer software programs to access and/or update customer records.
• Intermediate knowledge of Word, Excel, Outlook, and PowerPoint.
• Strong verbal and written communication skills in English and Spanish, with the ability to present information clearly in both languages.
• Ability to prioritize tasks and manage time effectively, with excellent follow-up skills.
• Verifiable, clean DMV record and the ability to travel to various locations throughout the U.S. up to 30% of the time.

Education Services

• Educate newly enrolled and existing plan participants on health plan and ancillary benefits at group’s work site locations, via phone or virtual platforms.
• Conduct group benefits presentations in both English and Spanish for WGAT and PCMI plan participants.
• Interface with third party vendors/providers to communicate and educate them on benefits and programs specific to WGAT plan participants.
• Provide one-on-one support to address applicant concerns or questions.
• Serve as the primary contact for questions regarding benefits utilization.

Member Services

• Assist with enrollment of participants, screen all enrollment paperwork for accuracy and completion.
• Work with Client Service Supervisor to organize assigned group service meetings and open enrollment for the most economical and effective use of time.
• Research and respond to WGAT and PCMI participant claim and administration questions utilizing the Health Care Processing system and the CTSR web-based tool(s).
• Determine necessary corrective action for problem/issue resolution using established documentation procedures and protocol.
• Request Benefits Information Booklet and Benefit Summaries/SBCs for health benefit information specific to each account.
• Support Regional Sales Manager/Account Manager/Broker/Client with plan comparisons, pre-filled enrollment/waiver forms, and any other materials or requests as needed.
• Attend employee client events to assist with benefits inquiries, provide materials to plan participants, and promote and enroll plan participants in value-added programs.

Data Collection

• Compile and track data pertaining to problems/issues, action taken and resolutions using the CTSR web-based tool.
• Document all services to include; enrollments, service meetings, employee client events, wellness events, courtesy calls and visits utilizing the CTSR web-based tool.
• Generate reports on metrics and suggest improvements to processes.

Other

• Utilize all capabilities to satisfy one mission:
  To enhance the competitiveness and…