Customer Service Representative

Customer Service Representative

At The Liberty Company, we believe work should feel meaningful, supportive, and energizing. We're redefining what it means to build a career in insurance by putting people, purpose, and possibility at the center of everything we do. If you're looking for a place where collaboration is genuine, growth is encouraged, and your work truly matters, you may have just found your JOByour Joy of Being. We offer competitive compensation, a robust benefits package, paid time off, holiday pay, continued education support, and company-sponsored programs to promote stress management and community involvement.

We're searching for an exceptional Customer Service Representative to join our growing TPA partner, Securus Benefits, and located in the Central or Eastern Time Zone. This is a call-center customer service role and bilingual skills in English and Spanish is a plus. If you're a great culture fit and this role sounds like your next step, we'd love to hear from you!

Position Summary: The Customer Service Representative is responsible for delivering exceptional customer service by handling inbound inquiries from members, providers, and other contacts related to health plan benefits, eligibility, claims, and provider networks. Key duties include researching and resolving issues, explaining plan details, documenting interactions, and coordinating with internal departments to ensure timely and accurate resolution to members, providers and other client contacts. This role requires adherence to HIPAA and company policies while meeting established performance standards for quality, efficiency, and customer satisfaction.

Essential Duties and Responsibilities:

• Respond to incoming calls and inquiries from members, providers, and other contacts regarding benefits, eligibility, claims status, and provider network information.
• Provide accurate information and guidance to help callers understand plan coverage, policies, and processes.
• Research and resolve issues independently or in collaboration with other departments; escalate complex matters as needed to ensure prompt resolution.
• Document all interactions and outcomes accurately and thoroughly in the system.
• Maintain current knowledge of plan designs, including employer-specific variations in benefits, cost-sharing, and authorization requirements.
• Work collaboratively with internal teams such as claims, enrollment, and provider relations to resolve inquiries efficiently and effectively.
• Ensure compliance with HIPAA regulations, company policies, and confidentiality standards.
• Deliver a positive customer experience through clear communication, professionalism, and empathy.
• Meet or exceed performance metrics including call quality, response time, and overall customer satisfaction.

Qualifications

Minimum Qualifications (Education, Experience, Skills):

• Must be located in Central or Eastern Time Zones
• High school diploma or equivalent required.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical thinking abilities.
• Ability to handle confidential information with discretion.
• Minimum of 12 years of customer service experience, (bonus if in healthcare, health insurance, or TPA environments).
• Familiarity with health plans and benefits administration.
• Bilingual skills are a plus.

At Liberty, we take great care to promote peace of mind for all. We create a safe space to find your Joy of Being as your most authentic self. Being uniquely YOU, with your unique experiences and ideas, we will continue to strengthen our company as we grow together.

HABU has nothing to do with age, gender identity, race, sexual orientation, physical or mental ability, or ethnicity. We pursue people who value: Integrity, excellence, caring, kindness, fairness, teamwork, good feelings, and fun! Liberty empowers our team with tools and knowledge to support the purposeful spread of positive energy, kindness, and good feelings with others.

We recognize that our industry has more work to do in advancing diversity and inclusion. Our dream is to become the north star others can look to for direction as we advance together.

*Qualified applications with arrest or conviction records WILL be considered for employment. For positions in our organization that require a state insurance license to perform the duties described herein, applicants must meet the state licensing requirements as required by the applicable DOI, must not have been disqualified or barred from licensure, and must not have been prohibited from conducting the business of insurance under Title 18 U.S. Code, 1033 and 1034 to qualify for that role