EBC Support Specialist
Description
The EBC Support Specialist provides high-quality client, carrier, and member-focused service using knowledge of plans, products, systems, and procedures to meet or exceed client, carrier, and member expectations. EBC Support Specialist answer questions and resolve issues based on phone calls and cases from carriers and clients; access information from a variety of systems (both standard & proprietary) and references; and focus on identifying problems and achieving the best solution. This position requires a solid process and technical orientation, analytical skills to assist in the resolution of complex client issues, strong personal accountability, initiative, and proficient oral and written communication skills with internal and external customers. EBC Support Specialist handle a wide variety of calls and cases, identify service problems, and initiate appropriate action to resolve problems.
The Responsibilities:
- Answers questions and resolves issues based on phone calls and cases, from clients, carriers and others while maintaining consistent quality
- Performs data and file reconciliation processing for ongoing activities
- Generate, interpret and explain Empyrean platform generated reports
- Research and analyzes issues and cases to address root cause with the intent to reduce ongoing case volume and effectively prevent reoccurring issues
- Leverages aligned resources to generate results
- Effectively document and track contacts with clients and carriers
- Ensure all interactions with customers (both internal and external) are professional and courteous
- Escalate appropriate referrals, complaints, grievance and appeals according to client requirements
- Educate clients and others on self-service options
- Protect client’s personal data
- Assist in preparation of daily, weekly or monthly reports
- Update member data including dependents, change of addresses, etc., ensuring data integrity
- Effectively interact with all team members for purpose of resolving participants' or clients' needs
- Builds trusted client and carrier partnerships
- Maintain thorough knowledge and understanding of the Empyrean platform, including current features and functionality
- Provide training on the Empyrean platform to internal and external customers as needed
- Complete miscellaneous team functions--mail, photocopying, faxing, etc., as needed
- Handle account changes such as benefit level, plan selection, consolidations ensuring data integrity
- Act as a knowledge base to other team members and assist with escalated calls and issues that require immediate assistance
- Special projects and other duties as assigned
The Requirements:
- Successful candidates must demonstrate a strong customer service focus
- At least 2 – 5 years previous Benefit or Insurance Customer Service experience preferred
- Ability to learn quickly, both technical and software knowledge and technical skills
- Effective verbal and written communication skills
- Attention to detail and accuracy
- Analytical skills
- A sense of urgency and ability to prioritize to meet deadlines
- Positive, helpful approach to problem solving
- Excellent listening and probing skills
- Intermediate skills in Microsoft Office Suite including Excel and Internet Explorer
- Customer Relationship Manager tool experience would be a plus
- Above average keyboarding skills.
- Excellent attendance and punctuality
- Must be available to work an 8-hour shift anytime between 8:00am - 5:00pm, Monday through Friday.
- Must be available for overtime during the week and Saturdays, as needed