Pros: people are great, helping people everyday
Cons: short breaks, feel unappreciated.
Respond to and resolve on the first call, customer service inquires and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility and claims. Help guide and educate customers about the fund benefits of consumer-driven health care topics to include managing their health and well-being by selecting the best benefit plan options. Meet the performance goals of the position such as efficiency, call quality, customer satisfaction, first call resolution and attendance.Assist customers in navigating through the website. These are day to day tasks. I have learned a lot about Medicare and Retirement insurance. Such as policies, procedures, prescriptions, what medicare covers and what medicare does not cover. Hardest part of my job is giving our members information that is not what they wanted to hear. Such as copays being higher than expected, prescriptions that may not be covered by plan, procedures and processes on appeals and authorizations. Most enjoyable part of my job is that I get to help people every day. I am glad to know that I am working in a job that I can improve another person's health and wellness just by giving them the information they need, submitting authorizations for members, overriding prescriptions so members can receive their medications.