Customer Service Rep

Overview

We are seeking a talented Customer Service Rep to join our team. The successful candidate will provide call center telephone support and responses to written inquiries from members, retirees, and dependents eligible for benefits, and assist with claims and billing inquiries from hospitals and clinics. U.S. citizenship is required for this position due to Department of Defense restrictions.

• Serve as the first point of contact for members and medical providers, answering inquiries regarding benefits, eligibility, claims, billing, and healthcare services.
• Respond to inbound phone calls and written inquiries (average 80+ per day) from retired military beneficiaries and medical providers.
• Receive calls and inquiries from retired military beneficiaries regarding claim questions and status.
• Process correspondence by reviewing detailed information across multiple systems to resolve complex inquiries with clear, thorough, and easy-to-understand responses.
• Use our various systems to find sometimes-complex information and explain it in a way that is easy to understand.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.

• Citizenship is required for this position due to Department of Defense restrictions.
• High School Diploma or GED or equivalent experience.
• 1+ year of customer service experience in a fast-paced, high-volume call center environment.
• Strong verbal and written communication skills with the ability to effectively explain complex information.
• Proficiency in Microsoft Office Suite and customer service software.
• Demonstrated customer service skills and the ability to handle difficult situations with empathy and patience.
• Solid ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Ability to maintain a high level of accuracy and attention to detail.

• 2+ years of experience in a fast-paced, high-volume call center environment.
• 1+ years of customer service experience working with health insurance and/or medical claims.
• Ability to learn medical and insurance terminology.
• 1+ years of experience with navigating dual monitor screens and utilizing multiple programs at once.
• Strong skillsets in multi-tasking, research, and problem-solving.

• Start Date:
  
  10/21/25
• Training:
  First 8 weeks from 8:25am-5:00pm CST Monday-Friday.
• Scheduled Shift (post-training): 2nd Shift, 11:25am-7:00pm CST.

• Wired Ethernet connection from your router to your computer
• High-speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream