Customer Care Rep Claims I-National Staffing Solutions

Job Description

Job Title: Customer Care Rep Claims I

Company: National Staffing Solutions

Location: Novi, MI

Pay: $28 per hour

AI Pay Analysis: The hourly rate of $28 for a “Customer Care Rep Claims I” role in Novi, MI, is generally competitive and aligns well with industry standards. According to data from various salary aggregation websites and industry reports, customer service representatives in Michigan typically earn between $15 to $25 per hour, with specialized roles like claims representatives often commanding higher rates due to the expertise required. In this context, $28 per hour is above the average range, suggesting that the compensation is attractive for candidates in this field, especially considering factors such as local cost of living and the responsibilities associated with claims management.

Job description:

The Customer Care Representative will consistently exhibit a high degree of compassion, demonstrating empathy, sympathy, and refined coping skills to uphold professionalism in every customer interaction via phone. This individual will approach each claimant with unwavering integrity, displaying accountability, respect, and reliability. The representative will collaborate effectively with team members and willingly accept additional assignments as necessary. A strong work ethic, self-motivation, and the ability to function independently while remaining disciplined in a professional setting are essential qualities for this role.

Key responsibilities include providing timely and effective verbal and written communication while delivering exceptional customer service. The representative will exercise sound judgment and act with urgency to make accurate decisions, effectively utilizing available resources. The role requires the capacity to multitask, maintain organization, exhibit attention to detail, take initiative, and adapt to varying work environments.

Primary responsibilities include managing inbound calls related to claimant leaves and/or intake applications, and conducting outbound communication for specific clients and claimants.

• Answer inbound calls from clients and claimants nationwide.
• Accurately document client and claimant-specific information into the appropriate systems.
• Comply with all departmental standards and guidelines.
• Respond to inquiries from clients and claimants in a prompt and efficient manner.
• Consistently provide outstanding customer service, as measured by results from our Quality Monitoring program.
• Effectively communicate with all levels of management.
• Demonstrate confidence, sound judgment, and strong decision-making abilities while assisting claimants.
• Resolve routine administrative and technical issues related to applicable source systems.
• Address claims-related questions for clients concerning the intake process and reporting of missed time.
• Maintain and protect personal health information, demonstrating a high level of confidentiality in accordance with HIPAA regulations.
• Ensure reliable, regular, and predictable attendance to accommodate appropriate staffing needs and manage call volume.
• Execute all other duties as assigned.

Key Competencies:

• Exceptional customer service skills characterized by politeness, friendliness, and helpfulness.
• Proficient in simultaneous typing and verbal communication.
• Proven patience and understanding in customer interactions.
• Strong active listening capabilities.
• Meticulous attention to detail.
• Demonstrated compassion in all communications.
• Ability to work independently and remotely.
• Proficient in both verbal and written communications.
• Capacity to handle confidential information with discretion and sound judgment.
• Excellent interpersonal skills, facilitating effective collaboration within a diverse workforce.
• Proficient in using PCs, with working knowledge of MS Office (Word, Excel, and Outlook).
• Capability to meet departmental deadlines and key performance indicators.
• Skilled in verbal and written communication as well as reading comprehension.
• Prior experience in providing quality customer service, preferably in a call center environment.
• Familiarity with medical terminology is preferred.
• Experience using web-based programs.
• High-speed internet access at home for remote work is required.

Work Environment:
Reliance Matrix’s Customer Care Center operates 24/7, providing flexible scheduling options. A Customer Care Representative must be available for scheduled shifts during core business hours (Monday to Friday, 4 AM to 8 PM Arizona time) and may be required to work on certain holidays.

The representative must be prepared to remain in a stationary position, handling calls and engaging in conversations throughout the majority of their scheduled shift, with the exception of designated breaks and lunches. The ability to thrive in a fast-paced, team-oriented, and dynamic inbound/outbound call center environment is essential. Regular attendance and adherence to the assigned daily and weekly schedule are critical.

Physical Requirements:

• Prolonged sitting, extensive typing, and use of primarily fingers rather than the entire hand are expected.
• The role requires sufficient visual acuity for tasks such as preparing and analyzing data, transcribing notes, viewing computer terminals, and extensive reading.
• Adequate hearing is needed to comprehend verbal instructions and manage telephone communications.

Reliance Standard Life Insurance will provide reasonable accommodations to qualified employees in accordance with applicable laws.

Please note that this description encompasses the general responsibilities and functions of the position and is not a comprehensive list of all job requirements.

The expected hourly wage for this role is $28.00, exclusive of additional compensation components such as commissions or incentive awards. The starting base pay will be determined by various factors, including work location, relevant skills, experience, qualifications, and current market conditions. These ranges may be subject to future adjustments. Flexibility in work location may be available pending company approval.

What We Offer:
At Reliance Matrix, we believe that fostering a diverse, equitable, and inclusive culture enables us to unlock our full potential. Our most valuable asset is our team members, which is why we provide a competitive compensation package and a range of benefits designed to support financial, physical, and mental well-being.

Our Benefits:

• An annual performance bonus for all team members.
• Generous 401(k) company matching with immediate vesting.
• A selection of three medical plans, including prescription coverage, tailored to meet diverse needs, with company contributions to Health Savings Accounts for those on a High Deductible Health Plan.
• Various options for dental and vision coverage.
• Employer-provided Life & Disability Insurance for financial protection during critical times.
• Family-friendly benefits, including Paid Parental Leave and Adoption Assistance.
• Hybrid working arrangements for eligible positions.
• Tuition Reimbursement and opportunities for Continuing Professional Education.
• Paid Time Off, volunteer opportunities, community partnerships, and an Employee Assistance Program.
• Opportunities for connection with colleagues nationwide through our Employee Resource Group program and our Diversity, Equity & Inclusion Council.

Our Values:

• Integrity
• Empowerment
• Compassion
• Collaboration
• Fun

EEO Statement:
Reliance Matrix is an equal opportunity employer. We uphold a policy of making employment decisions without regard to race, color, religion, sex, national origin, citizenship, age, disability, or any other classification or characteristic protected by federal or state law. Your opportunity for employment is solely based on your qualifications.

Job Posting Date: Mon, 25 Nov 2024 08:00:04 GMT

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