Empyrean Benefit Solutions Careers

Description

• Analyze/audit member interactions (phone calls, cases, emails and internet inquiries) to identify areas of service delivery that did not meet pre-established performance standards within the service center 
• Prepare standardized reports and analysis of development and training needs 
• Provide structured and timely recommendations; verbal and/or written feedback to Quality and/or Client Service Manager 
• Report progress on problem resolution to management 
• Collaborate with management to deliver effective training 
• Perform mock calls with new hires post-training to determine readiness for moving into support 
• Provide feedback through targeted group coaching sessions for CSR Lead that address service quality deficiencies and/or improvement opportunities 
• Use customer service expertise to assess existing practices and procedures for process improvement opportunities with all service center teams and sites 
• Use service center tools to gather data and analyze trends or patterns affecting quality 
• Collaborate with call quality team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience 
• Flexible to assist Service Center during high call volume and peak times with member phone calls to stay current on process and knowledge, as needed
• Perform other job-related duties as assigned

• Working knowledge of MS Office Suite 
• Strong attention to detail and accuracy 
• A sense of urgency and ability to prioritize to meet deadlines 
• Good organizational skills 
• Ability to be flexible and work under pressure to meet strict deadlines in a team environment 
• Must be a self-starter 
• Strong interpersonal, verbal, writing and analytical skills 
• Excellent attendance and punctuality are essential 
• Ability to read, write and verbally communicate effectively in English 
• Ability to maintain confidential and sensitive information 

• Some college preferred
• 2+ years of Benefits Administration, Health or Life insurance customer service, or Quality Assurance experience

• Or, any equivalent combination of education, experience, and training that proves the required knowledge, skills, and abilities will be considered

• Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time