Efficiently and effectively review, resolve and respond to calls, inquires and faxes, generated to Claims Inquiry Associates via internal departments, and/or customers, within targeted timeframes, while maintaining confidentiality and strict adherence to business ethics. Required to attain performance objectives on a monthly basis.
Key Responsibilities
- Respond to incoming calls, emails, faxes, and requests from customers, providers, underwriters, and internal associates; complete callbacks to clients, providers, in order to provide information and resolve customer service issues.
- Interpret policies, and fully explain benefit coverage to customers regarding policies, benefits, and claim status.
- Process stop payments and re-issue cheques to ensure that the customer or provider received the correct payment.
- Perform administrative tasks such as opening short cut cases, printing out daily reports, sending forms, updating deferral code status to ensure quality control.
Qualifications and Education Requirements
- A minimum of 6-12 months experience in a customer service-related function.
- Ability to pay close attention to detail and multi-task.
- Superb verbal communication skills, specifically the ability to communicate professionally and articulately via phone/email with clients and colleagues.
- Demonstrated ability to use initiative and independent judgment in solving customer problems
