Experienced Call Center Representative

About us

For over 40 years, JP Farley has been delivering self-funded plans for medical, prescription, dental, vision, short-term and long-term disability benefits. Our team is dedicated to reshaping healthcare by realigning the interests of Employers, Employees, and Clinicians. We help patients connect with the highest quality provider when they are at their most vulnerable, removing risk and ambiguity from the decision-making process.

We are a privately held third-party administrator with a complete focus on Clarity, Connection, and Compassion.

Member Advocate:

Our company is growing quickly and we are looking for a Member Advocate to join our team! Our ideal candidate is self-taught, hardworking, compassionate, and has a member-first attitude. The ability to change gears quickly and thrive in a fast-paced, ever-changing work environment is crucial for this position. Our Member Advocates are extremely passionate about helping our members understand their benefits and how to utilize their health plans. As a Member Advocate, you will lend support to members during the often overwhelming claims and billing process so patients can focus on their health.

We are seeking candidates that can confidently and compassionately deliver information to members that consistently exceeds the client’s expectations. Must have open availability between the hours of 8 AM - 6 PM, Monday- Friday.

Duties & Responsibilities:

• Receives 40-50 calls and 10-20 inquiries via email per day to assist members/providers/brokers with questions regarding medical plans, prescriptions, claims, eligibility, billing, etc.
• Uses available tools and resources to research, investigate, and address all inquiries made via phone, email, mail, etc.
• Provides timely and accurate information and/or feedback via inbound calls, outbound calls, emails, mail, or faxes
• Works closely with other departments to gather information
• Uses several websites and computer systems to obtain information needed to assist callers and other inquirers
• Meets or exceeds all metrics set by the Supervisor and Management Team
• Assists with special projects as assigned
• Attends and participates in all meetings and trainings as required by the company
• Any other duties assigned

Skills for success:

• Always provide above and beyond customer service and anticipate ways to help our members at all times
• Excellent time managements, multitasking, and organization skills
• Keen attention to detail
• Ability to humanizing every member experience
• Positive and uplifting attitude
• Excellent written and oral communication skills
• Ability to communicate effectively and accurately with non-technical users with confidence and compassion
• Ability to handle a high volume of inquiries (calls, emails, mail, etc.)
• Proven analytical and problem-solving abilities
• Desire to succeed in a fast-paced team environment
• Commitment to maintaining the strict confidentiality of protected health information
• Intermediate PC Skills – Windows, Microsoft Office products, typing, Internet
• Must be able to self-teach, learn quickly, and be self-motivated
• Understands the importance of First Call Resolution (FCR)
• Ability to work in a Call Center environment
• TPA knowledge is helpful

Required:

• 2+ years of Call Center experience

Preferred:

• 2+ years of experience in a healthcare insurance setting (claims, billing, customer service) or sales position
• Insurance and/or medical terminology knowledge
• Bachelor's Degree preferred
• Bi-lingual in Spanish preferred

WHY JP FARLEY?

• Opportunity to make positive change while directly impacting people who need assistance.
• Room for advancement and growth for all employees
• A challenge awaits you every day making boredom impossible.
• Our passion to change healthcare administration will leave you with a sense of accomplishment and pride in what you do.
• Rewarding work that has a tangible and measurable impact.
• Small business mentality, but a stable and growing company where people are passionate about people.
• Fair, just, caring and understanding leadership that empowers employees.
• Open communication where everyone's opinion is heard, and everyone is valued.
• System capability, very new and intuitive technology
• Fun perks: Employee Appreciation Day, regular company lunches, dog-friendly office, and more
• Great culture where people care.
• Honest, open, and fun workplace.
• Strong, collaborative team environment where every employee is respected and appreciated.
• Great location with easy access to freeway and restaurants

Benefits: Healthcare, Dental, and Vision Insurance; 401K & 401K match; PTO and Vacation; 7 Paid Holidays; Birthday off; Company provided lunch each pay day.

Job Type: Full-time

Pay: $19.00 - $24.00 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday
• No weekends

Work setting:

• Call center
• In-person
• Office

Education:

• Bachelor's (Preferred)

Experience:

• Call Center customer service: 2 years (Preferred)
• health insurance: 2 years (Preferred)

Language:

• Spanish (Preferred)

Ability to Commute:

• Westlake, OH 44145 (Required)

Work Location: In person