Customer Service Representative

1 week ago

Phoenix, United States Russell Tobin Full time

Russell Tobin's client, a multinational health insurance company is hiring for Customer Service Representatives in the US.

Job Title: Customer Service Representative

Payrate: $18-$20.50 /hour DOE

Location: Remote (Local to AZ)

Overview:

This is a highly specialized customer service role within the health insurance industry, emphasizing privacy, compliance, and operational excellence. The Customer Service Representative will manage and resolve customer inquiries, both over the phone and through written communication, focusing on various health insurance-related topics. This position supports key programs including Utilization Management, Member Relations, and Network Management.

Key Responsibilities:

  • Handle a high volume of inbound health insurance-related customer calls, providing prompt and courteous responses.
  • Identify, research, process, and resolve customer inquiries via telephone, written communication, or in-person interactions.
  • Ensure compliance with internal quality, timeliness, and performance standards to meet individual and department goals.
  • Provide customers with detailed information on contract benefits, changes in coverage, claims status, eligibility, and relevant programs.
  • Collaborate with internal departments, external providers, and government agencies to resolve customer issues.
  • Accurately document interactions by updating records in company systems.
  • Stay current on organizational services, policies, and system procedures.
  • Perform Utilization Management tasks, including reviewing healthcare service requests for completeness and transferring non-clinical data.
  • Travel may be required for employees in regional offices.
  • Maintain flexibility with work schedules, working full-time, which may exceed 40 hours per week when necessary.

Skills:

Required Competencies:

  • Intermediate proficiency with office equipment (copiers, fax machines, scanners, telephones).
  • Ability to type 30-35 words per minute with 5% error rate or less.
  • Intermediate PC proficiency.
  • Bilingual skills (Spanish/English) in verbal and written communication for specific roles.
  • Ability to maintain confidentiality and privacy.
  • Strong interpersonal and active listening skills to achieve high customer satisfaction.
  • Ability to compose and dictate business correspondence.
  • Capable of performing investigative and analytical research.
  • Proficient in navigating multiple system applications for data entry and maintenance.
  • Strong teamwork and collaboration skills.

Preferred Competencies:

  • Typing >35 words per minute with a 5% error rate or less.
  • Intermediate knowledge of insurance claim coding.
  • Understanding of dental and medical terminology.
  • Knowledge of anatomy and medical practices.

Education:

Required:

  • 1 year of experience in claims examination, health insurance, customer service, call centers, medical offices, or other healthcare-related fields.
  • High school diploma or GED.

Preferred:

  • 2 years of experience in claim processing, customer service, call centers, health insurance, medical offices, or other healthcare-related fields.
  • Associate's Degree in a relevant field.


Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization.

We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)-retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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