Participant Services Representative - TX

POSITION SUMMARY:
A Participant Services Representative (PSR) is the front line employee, serving as the first point of contact for plan participants for employer sponsored benefits. This individual will be responsible for providing world class customer service while building and maintaining relationships from our inbound contact center. This position is the primary channel for issue resolution, product support and education.

PRINCIPAL DUTIES & RESPONSIBILITIES: (Core Competencies)

  • Efficiently answer plan participant calls regarding various aspects of their benefit plans while ensuring a high level of customer satisfaction
  • Provide timely and accurate, high quality customer service to plan participants & internal business partners
  • Strive for first call resolution with all participant interactions including complaints and escalations
  • Research required information using available tools and resources
  • Proactively recommend solutions and set appropriate expectations for participants
  • Project a professional and positive image aligned with our core organizational values
  • Maintain compliance on all HIPAA guidelines and regulations without exception
  • Exhibit strong verbal over the phone and written communication skills via email
  • Complete other duties and special projects as assigned by management


KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:

  • Have the ability to work well independently and within a team environment
  • Be detail-oriented, possess critical thinking and problem solving skills
  • Anticipate, empathize and address the needs of the customer
  • Demonstrate working knowledge of Microsoft Excel and Word
  • Type a minimum speed of 40 WPM


CREDENTIALS & EXPERIENCE:

  • High School diploma or GED Required
  • Must have a minimum of 2 years in a customer service or contact center environment
  • Previous healthcare, benefits administration or insurance industry experience preferred
  • Bilingual skills a plus


View our profile on The Muse to learn more about what life is like at Ameriflex:

https://www.themuse.com/profiles/ameriflex

PHYSICAL DEMANDS AND WORKING CONDITIONS:
Work in an office environment; sustain posture in a seated position for prolonged periods of time; use hands to grasp and reach; occasionally stoop or kneel; see, hear, and speak with sufficient acuity to successfully perform all aspects of the job; use telephone and write or use a keyboard to communicate through written
means; lift up to five pounds of weight.


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