CCSB Call Center Representative

Description

If you’re looking for a career that provides affordable health benefit solutions to the people who support some of the most vital industries, we’re looking for you.

At Pinnacle Claims Management, we are an innovative third‑party administrator (TPA) that provides a full-suite of comprehensive and customized health benefits administration services for self-funded companies, including health management and wellness solutions, and pharmacy benefit management. As part of the Western Growers Family of Companies, we are committed to providing our employees with everything they need to succeed and grow. We know that taking care of our clients starts with taking care of our employees.

As a keystone of our philosophy, we recognize that every person on our team comes to us with a unique background, history and story that adds strength to our organization. Additionally, employees are encouraged to recognize that there isn’t a work life and a home life, there is one life. This recognition throughout the organization emphasizes the value of finding a healthy and happy balance in every employee’s life.

One way this is realized for employees of Pinnacle Claims Management is flexible work arrangements with work‑from‑home, in‑office or hybrid options.

With competitive compensation packages, premier investment support, enriching personal development and more, we strive for our employees’ job satisfaction and success.

$38,625.60 - $48,750 with a rich benefits package that includes profit‑sharing.

Position reports directly to the Supervisor, Pinnacle Small Business Call Center (CCSB). This position provides consultative telephonic and web-based assistance to Agents, Certified Enrollment Counselors, Qualified Health Plans (QHP), federal and state agencies and other stakeholders in Health Benefit Exchange administration. The incumbent will provide customer service support to clients by instructing them on correct eligibility management procedures and troubleshoot application issues and concerns.

• High School diploma or GED and one (1) to three (3) years of experience in customer service within a call center environment, preferably within a technical support role.
• Experience in the healthcare industry especially with a health benefits company or a federal, state benefit program a plus.
• Knowledge of Health Benefits Exchange (HBEX), eligibility requirements and the application and enrollment processes preferred.
• Strong written and verbal communication skills, including a very clear and concise speaking voice and active listening.
• Demonstrated skills in time management and team building.
• Strong ability to research and resolve technical issues and/or client problems as they arise with minimal direction.
• Knowledge of government regulations, federal, state, and local health benefit programs preferred.
• Ability to retain and apply knowledge of the various operations of the organization, products, and services, in order to provide excellent customer service support.
• Ability to learn new software and navigate multiple systems t have strong knowledge of Customer Relationship Management (CRM) software.
• Ability to adapt to a constantly changing environment.
• Basic computer experience and keyboarding skills.
• Bilingual in Spanish, Chinese, Korean, and Vietnamese is a plus.
• Internet access provided by a cable or fiber provider with 40 MB download and 10 MB upload speeds.
• Home router with wired Ethernet (wireless connections and hotspots are not permitted).
• A designated room for your office or steps taken to protect company information ("e.g., facing computer towards wall, etc.").
• A functioning smoke detector, fire extinguisher, and first aid kit on site.

• Foster and build working relationships with Agents, Certified Enrollment Counselors, federal and state agency contacts.
• Must become the subject matter expert for PCMI, State Provided Programs and Health Care.gov.
• Serve as a representative of the Agent by displaying professionalism, knowledge, and discretion in all interactions with other members of the Agent’s community and their customers.
• A…