Peak Health Customer Care Representative

Customer Service Representative

Peak Health is seeking a Customer Service Representative in Wilson, NC. Peak Health is a subsidiary of one of the nation's largest insurance brokers, McGriff, that employs clinically-based lifestyle and behavior change programs led by registered nurses who provide health risk assessments, help employees navigate wellness offerings, and drive individual accountability of health through personalized coaching to help employers get control over their healthcare costs.

Peak Health is a recognized behavioral change and nurse coaching leader in the industry. Our company was founded in 1989 by two nurse practitioners who wanted to improve employee health behaviors. With over 35 years of results and impact, touching the lives of 100,000+ participants with clinical programming, check out this case study that highlights our proven results to understand why we do what we do!

Essential Duties

The Customer Service Representative is responsible for responding to all client related inquiries. Assist Nurse Support in providing support to Nurse Teammates. Act as a liaison between Client, Nurse, Clinical Wellness Manager, Human Systems Manager, Peak Health IT team, and/or other Peak Health teammates to address client and/or Nurse inquiries in a timely fashion.

Job Duties are as follows:

• Provide excellent customer service to ensure Client, Participant, and other callers receive answers to their questions (wellness program enrollment, scheduling, lab requisition, phases, evaluation locations, etc.) in a timely fashion. Thoroughly document all inquiries.
• One of the primary responders to call-center calls.
• May respond to Appointment and Nurse Support emails.
• May provide support for Nurses by responding to inquiries.
• Work with Peak Health Teammates to prepare and process all mailings for clients and nurses. Receive and distribute incoming mail. Coordinate with mail distribution center, USPS carrier and other vendors for mailing and shipping.
• Assist with telephonic evaluation biometric data collection, participant record data entry and necessary participant communication.
• Support Scheduling Specialist with appointment notification or change notification as needed.
• May coordinate Peak Health program labs. Liaison with LabCorp for problem resolution and other processes. Receive and process participant MD labs.
• Work as a team member towards common goals; fill in for other Peak Health teammates as needed and requested.
• May respond to tech support emails and phone requests or forward as directed by Peak Health IT teammates.
• Adhere to all HIPAA and confidentiality guidelines as well as Peak Health HIPAA protocols.
• Assume additional duties at the direction of Clinical Wellness Manager, Human Resources Manager, and/or Peak Health IT.

Qualifications

• High School Diploma or high school equivalent required
• A minimum of two years' customer service experience.
• Communicate in a clear, effective and respectful manner whether via phone or email.
• Demonstrated proficiency in basic computer applications and experience using Microsoft Excel, Outlook and Teams.
• Demonstrated ability to deal with confidential information.

• Sitting: Frequently (25% - 50% of the time)
• Lifting: Up to 25 lbs.
• Visual / Audio / Speaking: Able to access and interpret client information received from the computer and able to hear and speak with individuals in person and on the phone.
• Manual Dexterity / Keyboarding: Able to work standard office equipment, including PC keyboard and mouse, copy/fax machines, and printers.
• Availability: Able to work all hours scheduled, including overtime as directed by manager/supervisor and required by business needs.

Valuable benefits

We value and respect the impact our colleagues make every day both inside and outside our organization. We've built a culture that promotes colleague well-being through robust benefit programs and resources, encourages professional and personal development, and celebrates opportunities to pursue the projects and causes that give colleagues fulfilment outside of work.

Some benefits included in this role are:

• Generous time off, including personal and volunteering
• Tuition reimbursement and professional development opportunities
• Hybrid Work
• Charitable contribution match programs
• Stock purchase opportunities