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Small Group Client Rep

Company: HCSC
Location: Richardson
Posted on: March 16, 2023

Job Description:

At HCSC, we consider our employees the cornerstone of our business and the foundation to our success. We enable employees to craft their career with curated development plans that set their learning path to a rewarding and fulfilling career.

Come join us and be part of a purpose driven company who is invested in your future!

Job Summary

This Position Is Responsible For Ensuring Continued And Increased Growth By Renewing Small Group Accounts Or Selling Products And Services To Existing Customers, Understanding Customer Needs, And Providing Customer Support In A Call Center Environment. This Position Is Responsible For Researching And Responding To Telephone And Written Inquiries Plus Handling Escalated Issues In A Prompt, Accurate And Objective Manner. Accountable For Meeting Departmental Small Group Accounts Retention Goals And Service Goals.


1.Responsible for achieving retention goals for the department. Responsible for learning products, systems, sales & marketing techniques. Responsible for completing renewals of existing accounts with customers or through producers. 2.Respond to telephone and/or written inquiries, working independently and consistently meeting customer needs within company guidelines and processes. Receive, research, and process information from group leader or producer to determine needs/wants and ensure customer questions have been addressed. Determine appropriate action to be taken. 3.Read and interpret contract language, gather appropriate documents, i.e. claim copies, claim history data, cancelled checks, on-line status, Explanation of Benefits (EOBs), and utilize applicable terminal screens including on-line documentation, intranet and internet navigation. 4.Analyze inquiries to anticipate and determine inquirer's needs and next action to be taken to respond in a prompt and accurate manner. 5.Deliver agreed upon actions at the stated time. 6.Maintain current knowledge of HCSC products, services, systems, and processes. 7.Collaborate with producers by ensuring communication is open and information appropriately shared (in compliance with HIPAA) to ensure group leader's and producer's needs are met. 8.Obtain required or missing information via correspondence or telephone in order to complete renewals or provide services. 9.Provide guidance to group leaders when determining what products best suit their needs. 10.Provide appropriate amount of information in a timely fashion and confirm customer understands information. 11.Be flexible in dealing with customer needs including where there are deviations of normal practices, procedures or benefit structures. Recognize group leader as not only a customer but an individual whose inquiries are varied and unique. 12.Recommend improvements in processing and procedures by informing appropriate personnel of revisions. 13.Maintain liaison with in-house areas regarding groups' concerns, e.g. Marketing, Producer Affairs, and SSD. 14.Adhere to system generated schedule by Workforce Management to maximize customer service availability based on business needs. 15.Communicate and interact effectively and professionally with co-workers, management, customers, etc. 16.Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies. 17.Maintain complete confidentiality of company business. 18.Maintain communication with management regarding development within areas of assigned responsibilities and performs special projects as required or requested.

JOB REQUIREMENTS: *High school diploma OR GED. *Must have State Insurance License(s) or obtain State Insurance License(s) within 90 days. *2 years customer service experience in a health care or health insurance environment OR college degree. *PC proficiency or data entry experience. *Customer Service oriented with skills to evaluate customer situations, make decisions and respond quickly to questions. *Detail oriented. *Interpersonal, verbal and written communication skills and independent decision making skills. *Analytical and organizational skills.

Are you being referred to one of our roles? If so, ask your connection at HCSC about our Employee Referral process!

HCSC Employment Statement:

HCSC is committed to diversity in the workplace and to providing equal opportunity and affirmative action to employees and applicants. We are an Equal Opportunity Employment / Affirmative Action employer dedicated to workforce diversity and a drug-free and smoke-free workplace. Drug screening and background investigation are required, as allowed by law. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

Keywords: HCSC, Richardson , Small Group Client Rep, Other , Richardson, Texas

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