HealthLock Customer Service Representative

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HealthLock Customer Service Representative

HealthLock is a leading provider of healthcare management solutions, leveraging our HealthLock Healthcare Experts, advanced analytics, and tailored technology solutions. As a direct-to-consumer brand, HealthLock aims to simplify medical claims complexity and empower consumers to navigate the healthcare landscape effectively. With a commitment to exceptional service, our team of experts ensures that members receive optimal support at every step. We are seeking an entry-level individual who shares our mission of revolutionizing healthcare affordability and simplicity.

Key Responsibilities:

• Maintain exemplary customer service standards to attract and retain members.
• Address member inquiries via phone, email, chat, and SMS promptly and professionally.
• Handle inquiries, issues, and complaints in a timely manner.
• Manage high volumes of inbound and outbound contacts, including simultaneous interactions.
• Utilize case management tools to track, document, and resolve customer cases efficiently.
• Distribute literature on company products as needed.
• Keep customers informed about the status of their inquiries and triage accordingly.
• Resolve customer issues and fulfill needs in a courteous and efficient manner.
• Maintain accurate customer records and update notes accordingly.
• Provide quotes and process payments, including credits and debits.
• Support team members and foster a positive and supportive work environment.
• Meet or exceed company expectations for productivity and accuracy consistently.
• Perform other duties as assigned.

Qualifications:

• High school diploma or GED equivalent required; relevant college courses or degree preferred.
• Minimum of 2 years of customer service experience; 3-5 years preferred.
• Professional and/or personal experience with healthcare costs and Explanation of Benefits is advantageous.
• Contact center experience required.
• Customer retention experience is preferred.
• Proficiency with CRM systems is desirable
• Strong customer service and interpersonal skills.
• Excellent oral and written communication abilities.
• Exceptional organization and time management capabilities.
• Ability to prioritize tasks effectively and manage multiple projects.
• Proficiency in navigating multiple computer screens and programs.
• High level of integrity and professionalism.
• Proficient in PC skills, including Windows-based applications.
• Strong analytical and critical thinking skills.
• Team-oriented mindset.

Job Type: Full-time

Pay: $18.00 - $22.00 per hour

Expected hours: 40 per week

Benefits:

• Dental insurance
• Flexible schedule
• On-the-job training
• Vision insurance

Shift:

• 8 hour shift

Ability to Relocate:

• Franklin, TN 37064: Relocate before starting work (Required)

Work Location: In person