NJM Insurance Group

Call Center Service Associate

NJM Insurance Group

full-time

Posted on:

Location Type: Hybrid

Location: Hopewell • New Jersey • United States

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Salary

💰 $45,698 - $60,803 per year

About the role

  • Provide excellent service to customers through the resolution of basic customer inquiries received by phone or though written correspondence.
  • Receive customer inquiries via phone, fax, mail, e-mail, etc.
  • If necessary, probe for additional helpful information (i.e. member ID, claim number, name, etc.) in order to effectively handle inquiry.
  • Review computer systems and/or other reference materials to complete verification process.
  • Initiate investigation process based on the nature of the inquiry (claim, member information, benefits, enrollment, appeals, etc.).
  • Utilize available resources to quickly and efficiently resolve or redirect inquiries in accordance with prescribed departmental process.
  • Accurately document customer inquiries and actions taken in accordance with departmental quality guidelines to ensure appropriate follow up.
  • Follow up on unresolved issues in a timely manner, escalating call trends to management.
  • Deliver an excellent customer service experience while meeting quality and production standards.
  • Perform other relevant tasks as assigned by management.

Requirements

  • High school degree or equivalent required
  • Some college preferred
  • Some experience in a call center or customer service role within the health insurance industry preferred
  • Knowledge: Medical terminology and medical billing coding preferred
  • Excellent Customer Service skills including the ability to manage and diffuse irate calls
  • Ability to work in a high pressure, fast pace environment
  • Keyboarding proficiency
  • PC proficiency
  • Strong verbal and written communication
  • Interpersonal skills (i.e. active listening)
  • Investigative and analytical skills
  • Ability to multitask
  • Time management skills
  • Flexibility and adaptability
  • Ability to work effectively within a team environment
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
medical terminologymedical billing codingkeyboard proficiencyPC proficiencyinvestigative skillsanalytical skills
Soft Skills
customer serviceability to manage irate callsverbal communicationwritten communicationinterpersonal skillsactive listeningmultitaskingtime managementflexibilityadaptability
Certifications
high school degreesome college