Consumer Service Operations Representative 2 - EAP

Profile

Description

The Consumer Service Operations Representative 2 is responsible for the daily activities across multiple service functions area. The Consumer Service Operations Representative 2 performs varied activities and moderately complex administrative/operational/customer support assignments. Performs computations. Typically works on semi-routine assignments.

Responsibilities

The Consumer Service Operations Representative 2 may perform installation, implementation, client support, client services, client administration, customer service, enrollment and eligibility, claims processing, and call center operations. Investigates and settles claims and customer service issues. Decisions are typically focus on interpretation of area/department policy and methods for completing assignments. Works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction. Follows standard policies/practices that allow for some opportunity for interpretation/deviation and/or independent discretion.


Mostly inbound and outbound phone calls to support the Employee Assistance Program (EAP) product
Works on resolution of EAP provider escalations
Performs enhanced referrals to connect members to preferred providers within the EAP network


Required Qualifications


High School Diploma or equivalent
2 years of customer service experience, including typing/data entry
Excellent verbal, listening and written communication skills
Aptitude for quickly learning and navigating new technology, systems and applications
Proficient in Microsoft Office Outlook and Word


Preferred Qualifications


Associate's or Bachelor's Degree
Previous healthcare experience
Previous inbound and/or outbound call center experience
Provider relations or account management experience


Additional Information

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Scheduled Weekly Hours

40

Company info

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