Internal Service Representative

Internal Service Representative

Requirements

• Significant insurance experience required; at least 3 years of work experience (claims resolution, benefits administration, employee benefit customer service, etc.).
• High school diploma, minimally. College degree and Louisiana/Mississippi Life and Health license a plus.
• Excellent problem-solving skills. Persistent to achieve the end result—resolution.
• Strong organizational skills, including daily prioritizing and logical thinking.
• Service-oriented; kind, compassionate, and willing to work hard on another person’s behalf.
• Good communication skills, especially verbally and over the phone. Clarity and accuracy are key.
• Excellent phone skills, being responsive, empathetic, and honest with the information to be shared.
• Strong working knowledge of computers (MS Word, MS Outlook preferred; Internet, MS Excel and database experience also beneficial) and able to learn new systems and programs, such as Benefit Point.
• Able to manage multiple projects simultaneously and successfully.
• Able to work with others in teams; able to work with those who perform similar jobs as well as complimentary roles. Promotes cooperation and shared successes throughout the company.

Responsibilities

• Works directly with clients, their employees, providers, and insurance carriers to answer questions and resolve service issues.
• Keeps team informed and communicates thoroughly and clearly with all team members concerning all client issues.
• Maintaining service cases and updating renewals in the company’s Benefit Point Database.
• Acts as a liaison with insurance carriers, providers, and clients to resolve claims (including assistance in the appeals process), enrollment, termination, and billing issues.
• Provides knowledgeable answers regarding policy coverage information (ex: RX, Covered procedures, Pre-Ex limitations, etc.), in addition to legislation and benefit laws such as HIPAA, COBRA, FMLA, PPACA, Mental Parity & Medicare Part D, etc.
• Assist in the implementation of new business, the addition of new lines of coverage, process plan changes and benefit summaries according to the provided timelines, etc.
• Maintains a full book of business while continuing to provide A+ service, in addition, to receiving positive feedback on Client Surveys and providing weekly proactive calls to clients.
• Process service cases, value added, and workflow terminations in Benefit Point according to the provided guidelines.
• Update all renewal outcomes in Benefit Point including any changes to the main business screen and all policy lines.
• Assist with special projects as needed.
• Attends training opportunities, Team meetings and Company Meetings to increase industry knowledge, practical abilities, and practice our Tenets.

Preferred Qualifications

• Continuous education encouraged (industry coursework leading to producer’s license or professional designation).