Contact Center - CSR-1 - Customer Service Representative 1

Who We Are Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Who We Are Wellcove has been recognized as the nation’s leading full-service senior market solutions provider for over 25 years. Our solutions span the insurance senior market sector, focusing on long-term care and Medicare Supplement plans. However, we don’t stop there. Wellcove also addresses challenges faced in accident & health, disability, and supplemental health insurance programs. Our team provides individuals and their families with peace of mind knowing their insurance needs will be met in a thoughtful, efficient manner. We are able to do this because of our dedicated associates, innovative solutions, and state-of-the-art technology. Job Summary This job provides customer service in a call center environment by primarily receiving and responding to telephone inquiries from policyholders, beneficiaries, providers, agents, or others for information concerning insurance policies by performing the following duties. Duties/Responsibilities: Provides information and assistance to providers, agents, policyholders, and others by responding to telephone inquiries from CHCS third third-party administrator clients to include Medicare Supplement and Life Policies. Accurately provide information regarding various insurance questions (i.e., verification of benefits, claims status) by accessing and updating software system data within company response standards. Provides service and follow-up on insurance questions by researching company records to obtain information requested by customer, performing routine transactions, and retrieving results from an online terminal. Maintains working knowledge base of all company products and services. Complying with company regulations regarding Privacy, confidentiality, and private health information. Providing written and oral communication to policyholders, agents, providers, and others regarding inquiry status and resolution. Initiate and complete Call Tracks, checklists, and supportive clerical responsibilities as necessary. Ability and Flexibility to work various shifts as required. Able to type speed of 30 wpm with 95% accuracy rate. Standard Company Requirements: Collaborative team spirit. Accountable and able to work remotely and independently. Able to pass background screening and drug tests pre and post hire – includes THC Verification of high school, GED, or college diploma upon request. Timely responses from three professional references. Able to provide a dedicated remote work location free from background noises, interruptions, and desk clutter. Able to provide an ongoing reliable internet connection and access to a smart phone for Multi Factor Authentication and communication purposes. Education and Experience: High school diploma or general education degree (GED); and six months related call center experience and/or training. Preferred Experience Associate’s degree Experience with Long Term Care Insurance preferable in a Call Center setting 2 years related call center and customer service experience Physical Requirements: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is frequently required to sit; use hands, fingers, handle, or feel; and talk or hear. The employee is occasionally required to reach with hands and arms. The associate must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus. The associate must be able to present and speak simultaneously in meetings. Prolonged periods sitting at a desk and working on a computer and phone line usage. Ability to