Customer Service Representative I - SHP (Remote within SHP Service Area)

Marshfield Clinic

Job Overview

Location

Security Health Plan

Job Type

Full-time

Full Job Description

📋 Description

• Join Marshfield Clinic Health System, a leading rural healthcare provider, as a Customer Service Representative I for Security Health Plan (SHP) and play a vital role in delivering exceptional member experiences.
• This is a fully remote position, offering the flexibility to work from home within the SHP service area, contributing to a healthier community from the comfort of your own space.
• As a Customer Service Representative I, you will be the primary point of contact for members, applicants, providers, and agents of Security Health Plan, focusing on one major product line, either Medicare Advantage or the Commercial Marketplace.
• Your core responsibility will be to engage with individuals via telephone, actively listening to understand their concerns, questions, and needs related to their health insurance coverage.
• You will be empowered to research inquiries thoroughly, utilizing available resources and systems to find accurate and timely resolutions, ensuring members receive the support they require.
• This role is designed as a foundational learning phase, where continuous training and coaching will be provided to hone your customer service skills and deepen your understanding of SHP products and processes.
• A key aspect of your role will involve identifying complex issues that require specialized knowledge and escalating these appropriately to Benefit Specialists, ensuring seamless support for all member inquiries.
• You will contribute to maintaining and enhancing member satisfaction by providing clear, concise, and empathetic communication throughout every interaction.
• This position is ideal for individuals who are passionate about helping others and are eager to learn and grow within the healthcare industry.
• You will be an integral part of a team dedicated to providing accessible, affordable, and compassionate healthcare, aligning with Marshfield Clinic Health System's mission.
• The role requires a proactive approach to problem-solving, demonstrating initiative in finding solutions and ensuring a positive outcome for the customer.
• You will gain valuable experience in the intricacies of health insurance operations, customer relationship management, and effective communication strategies.
• The opportunity to work remotely allows for a better work-life balance, eliminating commute times and providing a more personalized work environment.
• You will be part of an organization that values innovation and teamwork, fostering a collaborative atmosphere where your contributions are recognized and appreciated.
• Successful candidates will embody the values of listening, serving, and prioritizing the needs of patients and customers above all else.
• This role is crucial in upholding the reputation of Security Health Plan as a trusted and reliable health insurance provider.
• You will be expected to maintain a high level of professionalism and a positive attitude, even when handling challenging situations.
• The training provided will equip you with the knowledge of SHP's diverse offerings, including benefits, coverage details, and administrative procedures.
• By resolving inquiries efficiently and effectively, you will directly impact member retention and overall satisfaction with Security Health Plan services.
• This position offers a stable career path within a growing healthcare system, with opportunities for advancement based on performance and dedication.
• You will be an ambassador for Marshfield Clinic Health System and Security Health Plan, representing their commitment to quality care and customer service.
• The ability to adapt to evolving healthcare regulations and company policies will be essential for success in this dynamic role.
• You will utilize various communication channels, primarily telephone, to connect with members and address their needs promptly.
• This role is fundamental to the operational success of the Customer Service department, ensuring that member inquiries are handled with the utmost care and efficiency.
• You will be part of a supportive team environment, where collaboration and knowledge sharing are encouraged to achieve collective goals.
• The remote nature of this position requires strong self-discipline and time management skills to ensure productivity and adherence to work schedules.
• You will contribute to a positive organizational culture by embodying the company's core values in every interaction.
• This is an excellent opportunity for individuals seeking a rewarding career in customer service within the healthcare sector, making a tangible difference in people's lives.
• The role involves understanding and explaining complex insurance terms and policies in a clear and understandable manner for members.
• You will be responsible for documenting all customer interactions accurately and comprehensively in the relevant systems.
• The ability to de-escalate tense situations and find mutually agreeable solutions is a critical component of this role.
• You will work towards meeting and exceeding performance metrics related to call handling time, resolution rates, and customer satisfaction.
• This position is for the Provider Call Center, with set working hours of 8:00 AM to 4:30 PM, Monday through Friday, providing a predictable work schedule.

🎯 Requirements

• Minimum of two years of experience in a customer service role, demonstrating a proven ability to handle customer inquiries and resolve issues effectively.
• Demonstrated proficiency in managing high-pressure situations with composure and professionalism, maintaining a positive attitude even during challenging interactions.
• Strong verbal and written communication skills, enabling clear, concise, and empathetic communication with a diverse range of individuals.
• Ability to work independently and manage time effectively in a remote work environment, requiring self-discipline and strong organizational skills.
• Familiarity with or ability to quickly learn health insurance terminology, products, and processes.

🏖️ Benefits

• Comprehensive benefits package including health, dental, and vision insurance for positions 30 hours per week or greater (Level 1 benefits).
• Paid time off (PTO) and holidays to support work-life balance and personal well-being.
• Opportunities for professional development and continuous learning through ongoing training and coaching.
• Remote work flexibility, allowing you to work from home within the SHP service area.
• A supportive and collaborative team environment within a reputable healthcare system.

Skills & Technologies

Remote

Degree Required

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Marshfield Clinic

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About Marshfield Clinic

Marshfield Clinic is a large, integrated health system headquartered in Marshfield, Wisconsin. It offers a wide range of medical services, including primary care, specialty care, and hospital services. The system operates numerous clinics and a major hospital, serving patients across Wisconsin and beyond. Marshfield Clinic is known for its commitment to patient care, research, and education. It employs a large number of physicians and healthcare professionals, providing comprehensive and coordinated healthcare to its communities. The organization focuses on delivering high-quality, accessible healthcare through its extensive network of facilities and advanced medical technologies.

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