Benefits Specialist

General Description: The Benefit Specialist's primary job is to take in-bound calls to help clients and their employees with benefit or claim questions and to log all calls for tracking and reporting purposes.

Major Responsibilities:

• Function as primary resource for clients and their employees with benefit or claim questions.
• Investigate and solve claim problems.
• Log all calls into Call Center database for tracking and reporting purposes (100% call tracking).
• Take requests from Account Managers for supplies and forward to the appropriate account administrator.
• Function as a client resource for administrative questions regarding enrollment and eligibility and special contract provisions.
• Aid with coordination of benefits.
• Drafts appeal letters.
• Performs claim audits.
• Track trends to identify consistent claim and/or benefit question patterns from clients.
• Report trends to carrier and/or the account manager.
• Run reports for assigned producer team when requested.
• Maintain open call volume.

Training and Development:

• On-site ongoing training provided for all above duties.
• Off-site training as required for continuing education requirements. 

Core Job Objectives:

• Establish effective working relationships with Internal Partners, Clients and Carriers
• Ensure client satisfaction and to support key initiatives.
• Work with Internal Partners and Carriers to ensure accurate and timely responses to all client issues.
• Work with all partners in a manner that fosters mutual respect and teamwork.
• Respond to requests from all partners by stated timeframes.
• Consistently be on time for work and all scheduled meetings and training classes.
• Respond to BRC emails and voicemails, when assigned, within twenty-four business hours.

Key Skills Required:

• Remains informed regarding industry information and new product information.
• Must currently hold life and disability insurance license (or must obtain it within 12 months following date of employment) and retain license by meeting the continuing education requirements.
• Elevated level of computer literacy including working knowledge of Windows 2003, Excel, Word, and call tracking systems.
• Bilingual preferred.
• Strong attention to detail and ability to self-check work.
• Excellent time management skills, keeps manager informed of problems.
• Organized and able to prioritize workload.
• Enthusiastic attitude, cooperative team player, adaptable to new or changing circumstances, professional demeanor, sensitive to client needs, self-motivated, creative, and innovative.
• Excellent problem-solving skills.
• Strong verbal and written communication skills.
• Prior customer service experience is preferred.