HealthAxis Group

Customer Support

• Receive, investigate and respond to member and provider calls regarding claims, benefits or general inquiries
• Answer all telephone calls within established department standards
• Track all calls within Health Axis and IKA databases ensuring documentation is concise and factual
• Participate in new employee orientation program and ongoing education programs as directed by Supervisors
• Understand OTC benefits, medical management processes, demographic change processes, and process for changing Primary Care Physicians (PCP)
• Answer benefit questions, detailed claims inquiries and general questions from members and providers
• Maintain a positive and professional attitude and appropriate current source and reference documents
• Perform quality work within deadlines with or without direct supervision and maintain quality metrics
• Interact professionally with employees, customers and suppliers and re-direct calls as required
• Participate in projects as assigned by supervisors

Customer Service Representative