Life & Health Service Specialist

Basic Function

The Life and Health Service Specialist serves to support individual life and health insurance clients by answering questions, resolving issues, and handling important policy-related requests within the Employee Benefits Department. This role works closely with our Life and Health Advisors to support marketing efforts, client renewals, and retention, ensuring clients receive accurate information and excellent service.

• Respond to and resolve current client inquiries related to health insurance claims, , plan benefits, and policy provisions.
• Process requests for policy documentation, benefit summaries, and other client-specific information.
• Provide administrative and logistical support to Medicare, Life, and/or Individual Health Advisors for marketing and client retention initiatives.
• Monitor and disseminate updates on health plan information, including changes in benefits, costs, and regulatory requirements.
• Accurately input and maintain client data, policy details, and interaction records within the Epic system.
• Process incoming communications (electronic/mail) and attach to internal systems, ensuring timely and accurate record-keeping.
• Support brokers in the preparation and processing of client renewals, particularly during the annual enrollment period.
• Proactively engage with current clients to assess satisfaction levels and encourage referrals.
• Promptly answer and return phone calls and other communications from clients, advisors, colleagues and insurance carriers.
• Learn internal systems and software to assist team members and improve operational efficiency.
• Seek ways to improve overall efficiency and processes within the department, contributing to a culture of continuous improvement.

• College education or equivalent experience in health insurance, customer service, or a related field.
• Proven ability to multi-task and manage a heavy workload with minimal supervision; able to self-check for accuracy; and independently research and analyze complex health insurance issues.
• Demonstrated experience meeting deadlines and working with balancing shifting priorities in a fast-paced environment.
• Ability to effectively communicate orally and in writing with others to explain complex health insurance issues, interpret complex information, and respond appropriately to client and advisor needs.
• Working knowledge of standard software (Excel, Word, PowerPoint, E-mail).
• Health Insurance License (Accident & Health) or ability to obtain within a specified timeframe.

This job operates in a clerical, office setting. The role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Occasional overtime may be required during peak periods, such as the annual enrollment period.

This is a largely sedentary role; however, some filing or movement is required. This would require the ability to lift files, open filing cabinets and bend or stand as necessary.

This position is full time, with regular in-office attendance required. No travel is required for this role.

Sterling Thompson Company provides equal employment opportunities (EEO) to all employees and applicants for employment.