Customer Support - (Medical / Insurance)

Customer Support Representative

With general supervision, ensure accurate, timely, and efficient customer support. Respond to customer inquiries in a manner that supports the achievement of goals.

Essential Functions

• Respond to customer inquiries ranging from routine to complex from members, clients, providers, and internal / external business partners; inquiries may range from telephone, in person, or via the internet / e-mail.
• Contingent on the Line of Business (LOB), requires in-depth knowledge in the following areas :
• Prescriptions, Plans, Products, Services, and Procedures
• Online purchasing & e-Commerce knowledge
• Internet knowledge
• Payment processing / payment collections
• Eligibility verification
• Order Status, Shipping Status, and Stock Availability
• Accurate completion of necessary documentation, letters, and forms processing
• Quality Assurance testing for company software
• Research and resolve issues / complaints and determine appropriate resolution(s).
• Solve problems and assist with issues that may not fit the "cookie-cutter" solution.
• Effectively educate and influence customers and prospective customers on the value and benefits that the company offers through its products, services, and solutions.
• Identify customer trends and communicate to appropriate business partners, leaders, and divisions; suggest necessary corrections, changes, or solutions; appropriately elevate situations that could have organization-wide impacts.
• Effectively maintain specific line of business Customer Service standards and support level standards.
• Remain current on all changes to Customer Service policy, procedures, and product / services / solutions information to respond to customer inquiries accurately and consistently.
• Contingent on the LOB, may require attendance at benefit fairs, open enrollment meetings, and client meetings to provide information to attendees; available for occasional overnight travel.
• Contingent on the LOB, may support Sales Representatives for any inquiry related to their customer orders.
• Contingent on the LOB, may be the first point of contact for Sales Representatives, not related to customer orders.
• Contingent on the LOB, may process claims based on business needs and workflow fluctuations.

Job Specifications

Technical Requirements

In order to perform the duties of a Customer Support Representative successfully and consistently on our systems and networks, the following internet and equipment are required :

Benefits

Nesco Resource offers a comprehensive benefits package for our associates, which includes a MEC (Minimum Essential Coverage) plan that encompasses Medical, Vision, Dental, 401K, and EAP (Employee Assistance Program) services.

Equal Employment Opportunity

Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.