Customer Care Associate

2 weeks ago


Buffalo, New York, United States OneBridge Benefits Full time

About Us:

OneBridge Benefits, established in 2013, aims to enhance technology for account-based health plans. Today, we are a leading healthtech organization serving over 250,000 participants and managing more than 2 billion dollars in health accounts.

Joining the OneBridge Benefits team means becoming part of a dynamic group of intelligent, motivated, and innovative individuals. We foster an environment that encourages our team members to take on greater responsibilities within specialized groups while nurturing individual passions. Our commitment to excellence is reflected in our culture of open communication, collaboration, and adaptability.

Your Role:

As a Customer Service Representative within our Customer Care Center, you will play a crucial role in delivering outstanding service to our participants. This position may require flexibility in scheduling, with various shifts available.

Key responsibilities include:

  • Providing each participant with a personalized and exceptional experience.
  • Resolving participant inquiries, complaints, and issues promptly.
  • Managing inbound and outbound calls, actively listening to participant needs, and offering supportive solutions while documenting call details.
  • Informing clients and employers about significant changes affecting their accounts.
  • Gaining a comprehensive understanding of the company's products and services to assist callers with troubleshooting and navigating our online portal and mobile applications.
  • Collaborating with other departments to address participant concerns effectively.
  • Reprocessing transactions within the system as needed during calls.
  • Processing forms and adjustments as directed by participants.
  • Reviewing incoming documents from participants and employer groups to take appropriate action.
  • Assisting in training new team members and sharing our internal customer service policies.
  • Analyzing data from reports and system information to identify and rectify errors.
  • Consistently meeting production standards based on performance metrics.
  • Maintaining high-quality standards for entered information.

Qualifications:

  • High school diploma or equivalent.
  • At least six months of customer service experience in a healthcare or social services environment, or a combination of relevant experience.
  • Exceptional written and verbal communication skills.
  • Ability to de-escalate customer issues effectively.
  • High accuracy in data entry and attention to detail.
  • Strong organizational skills and the ability to work independently as well as collaboratively.
  • Capability to meet departmental goals related to accuracy and productivity.
  • Strong analytical, problem-solving, and decision-making abilities.
  • Proficiency in Microsoft Office applications.
  • Willingness to work additional hours as necessary.


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