Account Representative

Account Representative

Immediate need for a talented Account Representative. This is a six-month contract opportunity with long-term potential and is located in Milwaukee, WI (Onsite).

Key Responsibilities:

• Answer inbound ACD calls, manage email correspondence and perform outbound follow-ups
• Execute effective resolutions on service needs, including claims, billing, eligibility, licensing, commissions, web access, retention and other customer service needs that arise
• Provide a highly personalized member experience dedicated to educating Employers, Brokers and members on coverage and the tools and resources available to them
• Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
• Perform root cause analysis and determine proper course of action
• Explain insurance concepts in an easy to understand format
• Demonstrate strong understanding of all workflows and business processes to execute overall service strategy
• Identify areas of process improvement and works with manager and internal organization to improve processes
• Meet and exceed individual and team performance goals to improve overall lapse rate and service

Key Requirements and Technology

Experience:

• Must have skills:
  Find candidates with three years of experience in Health Insurance Customer Service.
• Must have experience with claims, eligibility, billing or benefits administration.
• Prior experience supporting employers, brokers, or insurance members is preferred.
• Previous industry experience
• Understanding of underwriting risk factors that influence health insurance profitability
• Advanced customer service skills-ability to handle a wide variety of callers in a professional manner and strong interpersonal skills
• Ability to process complex time sensitive information from multiple sources, make decisions based on data and to effectively communicate the related required actions to a broad audience
• High degree of initiative, mature judgment, and self-motivation
• Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
• Team oriented ability to provide guidance on process, procedures, and product
• Comfortable with delivering and receiving feedback