Customer Service Representative
eHealthInsurance - Gold River, CA

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eHealthInsurance Services, Inc.

Customer Service Rep. - Sales

This position will assist customers with claims and/or billing issues; inform applicants/customers of underwriting process times, and policy benefits, and acts as the primary point of contact between applicants/customers and health insurance carriers. This person will be responsible for maintaining the highest level of customer service with eHealthInsurance customers and carrier partners while consistently meeting and/or exceeding monthly performance expectations. Thorough documentation in back office with each contact is a requirement.

Assist inbound customer calls including but not limited to helping customers navigate the web site, understand and explain the application process and helping customers understand how eHealthInsurance can benefit them in a high volume call center environment.

Cross Selling Ancillary products such as dental insurance and short term insurance with a quarterly goal of at least 30 members.

Providing Stellar Customer Service to each individual that calls into the Customer Care team.

Identifying potential issues that adversely affect our customers and reporting them immediately.

Researching complex customer issues with the insurance carriers and internal departments within eHealthInsurance.

Assist customers with non-sales and underwriting oriented functions including helping customers navigate the web site, understand the application process and understand how eHealthInsurance can benefit them, while answering calls in a call center environment on an ACD phone system.

Place outbound calls to carriers, providers and other internal and external affiliates to resolve customer issues.

Place outbound calls to applicants that have not returned their printed applications.

Keep a customer focus by monitoring Aspect phone tools to ensure abandonment goals are met.

Respond to customer inquiries via email within the Company guidelines.

Increase productivity on the Customer Service team by mentoring, leading by example, and sharing success stories.

Possess a customer-focused approach.

Excellent communication and customer relationship skills

Must be a motivated self-starter and able to work independently

Outstanding organizational and time management skills

Must have prior experience in the healthcare industry and/or an analytical background

Make sound decisions independently and under pressure

Demonstrated analytical and problem solving skills

Knowledge of Windows, Microsoft Office (Word, Excel, and PowerPoint)

High School diploma or equivalent.

Some College preferred.

2-3 years prior customer service experience in call center environment.

Excellent verbal and written communication skills.

Ability to work in a fast paced environment

Strong internet related background.

Adheres to production/performance standards.

Team player, focused on results.

Must be available for any shift which could include Saturday’s, Sunday’s and evenings

eHealthInsurance - 2 years ago - save job - copy to clipboard
About this company
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eHealth brought e-commerce to the insurance business. Through its eHealthInsurance subsidiary, the company sells health insurance online to...