Customer Service Representative

Job Description

Job Description

About ParetoHealth

ParetoHealth is redefining the way employers fund healthcare. As the largest and fastest-growing benefits captive in the United States, we help thousands of small and midsize employers take control of healthcare costs through a smarter, more sustainable model.

Our mission is simple: give small and midsize employers the scale and protection they need to eliminate volatility and lower healthcare costs.

By combining data-driven insights, innovative risk management, and the collective purchasing power of our community, we enable employers to reduce volatility, improve long-term outcomes, and reinvest savings into their businesses and their people.

Headquartered in Philadelphia, ParetoHealth is growing rapidly and transforming one of the country's largest industries. Our success is fueled by talented people who are united by our four core values: Fire in the Belly, For the Greater Good, See the Field, and Get It Done Right. These values shape how we innovate, collaborate, make decisions, and deliver exceptional results for our clients and one another.

If you're energized by solving complex challenges, thrive in a high-growth environment, and want to help reshape the future of healthcare, we'd love to meet you.

Please note that ParetoHealth does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future.

Position Summary:

The Customer Services Representative will primarily be responsible for assisting in the day-to-day management of customer accounts and supporting the account management team. The Customer Service Representative is responsible for triaging inquires that include but are not limited to renewals, cost containment programs, and captive questions.  The Customer Service Representative is also responsible for supporting account management in administrative needs such as running reports, tracking down information, coordinating between departments, and ensuring quality and timely responses for all stakeholders, internal and external.

Key Responsibilities:

• Operate as the point of contact for internal and external inquiries supporting our customers
• Handles both inbound and outbound tickets, emails and calls
• Ensure the timely and successful delivery of resolutions to customer needs
• Supports Account Management with renewal data, following up on outstanding requests, pulling reports and answering questions on cost containment, renewals, and other customer related inquiries
• Operate as a center of knowledge learning and maintaining record of responses for consistent and timely resolution
• Assist with high severity requests or issue escalations as needed
• Build and maintain strong relationships with internal and external stakeholders, partners & customers
• Develop a trusted relationship with key customer contacts and internal business partners
• Participation in all training, education and company activities
• Other duties as assigned

Required Skills & Qualifications:

• 2+ years of customer experience, preferably insurance or healthcare related
• Bachelor's Degree or equivalent work experience required
• Dedication and willingness to work hard under pressure in a high-volume inbound service center
• Stellar customer service skills, with ability to manage multiple activities at one time
• Clear and effective oral and written communication skills
• Excellent analysis and organization skills
• Strong critical thinking skills and the ability to multi-task
• Ability to problem solve and perform root cause analysis
• Superior listening skills and ability to resolve conflict
• Quality focused with ability to meet deadlines
• Team oriented
• Ability to work independently
• PC proficiency in MS Word, Excel, PowerPoint and Salesforce
• Ability to conduct customer calls and internal meetings in an appropriate manner
• Applicable health care market knowledge or stop loss knowledge is a plus

Perks & Benefits:

• Fully paid medical, dental, and vision benefits.
• Flexible PTO
• 401k company contribution
• Tuition reimbursement
• Professional development allowance
• Transportation allowance and daily parking reimbursement 
• Engaging hybrid work environment

We are guided by our values:

Fire in the belly

The drive to learn, to improve, and to deliver outstanding value every day.

See the field

The ability to see the big picture and prepare to meet tomorrow's needs.

Get it done right

The passion to produce at higher rates and to the highest standards.

For the greater good

A united community creating better health benefit solutions for all.

Please note that any communication from our recruiters and hiring managers at ParetoHealth about a job opportunity will only be made by a ParetoHealth employee with an @paretohealth.com address. ParetoHealth does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information. We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the ParetoHealth People Ops Team with an @paretohealth.com email address. Disclosures: ParetoHealth is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. California Applicants : See Pareto's CCPA Notice of Collection for California Employees and Applicants for information about how Pareto Captive Services, LLC, Pareto Health, LLC, and Pareto Underwriting Partners, LLC, together with their respective subsidiaries (collectively, "Pareto") collects and uses personal information submitted by employment applicants.