Customer Support

• Answer incoming Behavioral Health and Employee Assistance Program (EAP) calls and place outbound calls to members or providers
• Respond to internal and external customer questions regarding insurance benefits, provider contracts, eligibility and claims
• Complete intake procedures and determine whether member needs to be screened for safety
• Provide information regarding Behavioral Health, Employee Assistance Program, and Worklife referrals available to members and dependents
• Operate PC and laptop with dual monitors to obtain and extract information; document information, activities and changes in the database
• Analyze problems and provide information and solutions
• Document each call/inquiry received for tracking and analysis
• Develop and maintain positive customer relations and coordinate with various functions within the company to ensure timely handling of requests
• Research and analyze data to address operational challenges and customer service issues
• Process external and internal information to process payment for services
• Under supervision, receive and place follow-up telephone calls/emails for routine customer questions
• Use computerized systems for tracking, information gathering and troubleshooting
• Complete weekly or monthly assignments and trainings as part of reviews
• Perform other duties as assigned

Customer Care Representative I – Behavioral Health

Customer Support Manager

Associate Customer Support Rep, Vet

Internal Customer Support Coordinator

Customer Service Analyst

Application Support Specialist