Teleservices Representative

Overview

Physicians Mutual is seeking a Tele-Service Representative (TSR) who serves as a representative of the Company while receiving incoming calls from customers and answering questions regarding new business, issued policies and claims. The person in this role places outbound calls, utilizing a dialer system or manually dialing promoting conversion, retention and customer conservation. They document calls serviced and prepares eMEMs to other Departments when information is not available, when requesting coverage and plan changes.

Other duties to be performed as requested.

• Interact with caller to determine nature of call and information requested.
• Place calls to existing and potential Policy owners to promote conversion, retention and customer conservation. Verify and obtain information and promotes products and services, etc.
• Follow Company, Division, Identity and Authority procedures to determine how to process each call.
• Service policy as appropriate or as requested by initiating plan and coverage changes, ordering requested materials such as billing notices, duplicate policies, etc.
• Answer claim inquiries regarding benefits and claim status such as date processed, if drafts issued.
• Answer, explain and obtain information for customers regarding new products by following the New Business procedures. Conserve or offer alternate coverage when available according to Company guidelines.
• Refer eMEMs to various departments as needed for completion of service request.

• Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems and takes ownership of and acts on quality problems.
• Transfers callers with questions concerning Medicare and Agency sold products to Advanced Teleservices Representatives for handling. Accurately documents calls.
• Ability to portray a positive image of Physicians Mutual to every caller.
• Strong interpersonal relation skills and ability to handle stress.
• Well-developed speaking and phone skills including pleasant speaking voice, good diction and etiquette.
• Ability to learn and understand insurance related procedures, terminology and products.
• Ability to fluently operate a PC and telephone equipment and navigate through multiple applications concurrently.
• Good vocabulary and ability to explain processes and procedures in a logical manner to persons with varying levels of comprehension.