American Foreign Service Protective Association

General

• Answer high-volume inbound calls in a call center environment.
• Assist members with health benefits, claims, eligibility, and coverage inquiries via phone, email, and written correspondence.
• Troubleshoot issues, de-escalate member concerns, and resolve inquiries in alignment with regulatory and plan guidelines.
• Review claims for accuracy and completeness, and document all member interactions in Customer Relationship Management (CRM) systems in real-time.
• Collaborate with plan administrators and escalate issues to supervisors as needed.
• Ensure compliance with healthcare regulations, policies, and procedures.

Health Benefits Officer II