Customer Service Representative

7 months ago

Boise, United States CHCS Services, Inc Full time

Wellcove, CHCS Services is a company positioned for growth and excellence. It may not be an exciting time in the marketplace, so we aim to shake things up. We are looking at acquiring more companies and we have already begun to place a larger investment in technologies and tools for our associates and our customers.

Our story

We've been in business for over 30 years. We are a global company with delivery centers in the USA and INDIA. CHCS is an award-winning third-party insurance administrator (TPA) for senior health products. We are in the business of providing state-of-the-art administrative support services and customized care solutions to manage policies and claims. CHCS Supports some of the largest senior market insurance companies in the world. Processing hundreds of thousands of claims every year and our vast network of experienced registered nurses and healthcare professionals provide personalized care management services to policyholders.

The Future

Within the next 5 years, we seek to become THE leader in the TPA services marketplace We know we'll need to build an even stronger team to achieve this goal. We are ready to invest in the company and in you.

Investment in technologies: new call center technology is Five9s, and continual refresh of systems.

At CHCS Services, we are committed to providing innovative healthcare solutions while fostering a supportive and inclusive work environment for our associates. By investing in our associates' well-being and professional development, we can succeed together as a team.

Job Summary

This job provides customer service in a call center environment by primarily receiving and responding to inbound telephone inquiries from policyholders, beneficiaries, providers, agents, or other information concerning insurance policies by performing the following duties.

Supervisory Responsibilities:

This job has no supervisory responsibilities.

Duties/Responsibilities:

  • Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third-party administrator clients, including Medicare Supplement and Life Policies.
  • Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards.
  • Provides service and follow-up on insurance questions by researching company records to obtain information requested by customers, performing routine transactions, and retrieving results from an online terminal.
  • Maintains a working knowledge base of all company products and services.
  • Complying with company regulations regarding Privacy, confidentiality, and private health information.
  • Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution.
  • Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary.
  • Ability and Flexibility to work various shifts as required.
  • Able to type at a speed of 30 wpm with a 95% accuracy rate
Required Skills/Abilities:

To perform this job successfully, an individual must be able to satisfactorily perform each of the essential duties. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.
  • Accurately enter data via a Windows-based environment
  • Intermediate computer skills
  • Knowledge use of basic math and English spelling and grammar skills
  • Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
  • Customer Service, Integrity/Honesty, Oral Communications, Motivation, Organizational/Planning/Organizing
  • Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rates, ratios, and percentages and to draw and interpret bar graphs.
  • Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Ability to deal with problems involving a few concrete variables in standardized situations.
Standard Company Requirements:
  • Collaborative team spirit.
  • Accountable and able to work remotely and independently.
  • Able to pass background screening and drug tests pre and post-hire - includes THC
  • Verification of high school, GED, or college diploma upon request.
  • Timely responses from three professional references.
  • Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter.
  • Able to provide an ongoing reliable internet connection and access to a smartphone for Multi-Factor Authentication and communication purposes.
Education and Experience:
  • A high school diploma or general education degree (GED) and six months of related call center experience and/or training.
Preferred Experience
  • Associate's degree
  • Experience with long-term care insurance is preferable in a call center setting.
  • 2 years related call center and customer service experience
Physical Requirements:
  • While performing the duties of this job, the associate is frequently required to sit, use hands and fingers, handle or feel, and talk or hear. The employee is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus. The associate must be able to present and speak simultaneously in meetings.
  • Prolonged periods sitting at a desk and working on a computer and phone line usage.
  • Ability to read, hear, speak, use a keyboard, reason, and problem-solve.
  • Requires the use of office equipment such as computer terminals, telephones, or copiers.
  • Close visual acuity to perform activities such as preparing and analyzing data, transcribing, viewing a computer terminal, and extensive reading.


JOB CODE: 1000147

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