Insurance & Benefits Customer Service Representative

Position: Insurance & Benefits Customer Service Representative

Location: Medfield, MA (Hybrid)

Pay: $30/hour

Education: High school diploma or equivalent.

Type: Full-time; Direct Hire

Greene Resources is seeking an Insurance & Benefits Customer Service Representative to join a growing and dynamic team! The Insurance & Benefits Customer Service Representative serves as the first point of contact for members, providing concierge-level support via phone and email. This role is responsible for delivering an exceptional member experience by answering benefit questions, educating members on available resources, and resolving claims and billing issues efficiently.

Job Description

• Handle a high volume of inbound phone calls and emails while maintaining a 90% or higher call answer rate.
• Explain healthcare plan benefits and coverage.
• Assist members in locating in-network physicians and healthcare facilities.
• Educate members on self-service tools and available resources.
• Make outbound calls to providers regarding eligibility and benefits.
• Advocate on behalf of members with providers, pharmacies, and insurance carriers to resolve issues.
• Respond to inquiries regarding Flexible Spending Accounts (FSA), Commuter benefits, Ancillary benefits, COBRA, and Medicare.
• Troubleshoot debit card declines and online portal access issues.
• Research eligibility and claims discrepancies and partner with internal teams to resolve them.
• Support renewal activities by updating client/member contact information and benefit materials.
• Verify member eligibility and claim payment information for healthcare providers.
• Accurately document all member interactions.
• Respond promptly to email inquiries and complete follow-up communications.
• Escalate complex issues when appropriate.
• Build and maintain strong relationships with members and clients.
• Maintain a customer satisfaction (CSAT) score of 3.0 or higher.

Position Requirements

• High school diploma or equivalent.
• Previous call center experience.
• Strong customer service mindset with a professional and friendly demeanor.
• Excellent verbal and written communication skills.
• Strong interpersonal and problem-solving abilities.
• Ability to learn quickly and adapt to changing processes.
• Comfortable working in a fast-paced, high-volume environment.
• Reliable, organized, and able to manage multiple priorities.

Preferred Experience

• 6 months to 2+ years of customer service experience within employee benefits or healthcare.
• Two years of group benefits experience preferred.
• Knowledge of healthcare benefits and claims.
• Experience communicating benefit information to members.
• Proficiency with Microsoft Outlook, Word, Excel, and PowerPoint.

Greene Resources is part of Array Corporation, the leading technology-enabled workforce solutions company whose mission is to fix how work is bought, sold and delivered to enable access to the American Dream.

We are proud to be an Equal Employment Opportunity and Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.

#GRPRO