Health & Benefits - Customer Service Representative / Support Specialist (Remote) (General Consideration)

Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all.
We want to ensure clarity regarding application requirements for internal employees. Please note that the residency requirements listed, encompassing states AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA, and WV, are applicable to external candidates.
Job Summary & Responsibilities
The Support Specialist will report to the Member Services Supervisor in the CBD Member Services. This role is responsible for supporting our customers' journey through the healthcare reimbursement system. This position is challenging, fast paced, but rewarding while delivering one superior quality experience at a time. This position requires partnering closely with the customer to provide valuable insights, education, and direction for on-line support that would be most value to our customers.

• Accountable for and provides high-quality, customer-focused telephonic service using knowledge of procedures and systems to meet and/or exceed member satisfaction while educating constituents on CDB policies and programs.
• Consult with members to support easy navigation of the available online tools, from checking an account balance to submitting claims.
• Accountable for resolving issues without management intervention to remove barriers for the member.
• Responsible for initial call skills after training and may be cross trained to other skills on a later date.
• Accountable to protect sensitive member information with discretion.
• Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines.
• Other duties as assigned.

This is a general consideration position. While it is not for an immediate opening, we are accepting applications and resumes for future opportunities.

• Training Class/Start Date: TBD (subject to change due to business needs)
  • Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
  • Training is approximately five weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.
• Training Schedule/Shift: TBD (subject to change due to business needs)
  • Pacific Time:
  • Mountain Time:
  • Central Time:
• Regular Schedule/Shift: Monday to Friday from 11:30 a.m. ET to 8 p.m. ET (subject to change due to business needs)
  • Pacific Time: 8:30 a.m. to 5 p.m.
  • Mountain Time: 9:30 a.m. to 6 p.m.
  • Central Time: 10:30 a.m. to 7 p.m.
• Some Saturdays from 10 a.m. ET to 3 p.m. ET(subject to change due to business needs)
  • Pacific Time: 7 a.m. to 12 p.m.
  • Mountain Time: 8 a.m. to 1 p.m.
  • Central Time: 9 a.m. to 2 p.m.
• Hourly pay rate is $17.50 (= $36,400 per year) with an opportunity to earn bonus per quarter
• Internet speed requirements:
  • Upload Speed: >20 Mbps
  • Download Speed: >100 Mbps
  • Must be able to hardwire ethernet cable to internet modem/router.

Preferred Qualifications
Education & Experience:

• 1-3 years of experience in Customer Service.
• Prior call center experience preferred.
• No degree required.

Skills & Abilities:

• Computer knowledge and skills, comfortable learning new systems.
• Able to learn, memorize and retain information.
• Basic understanding of medical / reimbursement terminology preferred.
• Can adapt to a fast-paced environment.
• Ability to de-escalate and handle member issues without utilizing a supervisor.
• Oral and written communication skills.
• Able to work hours of 10:30 am-7:00pm CST.
• Problem solving skills.
• Attention to detail and accuracy.
• Analytical skills.

Other Requirements:

• Prolonged periods of sitting at a desk and working on a computer
• Occasionally lift items up to 25 pounds.
• Ability to work overtime.

Compensation & Benefits
The compensation for this position will vary depending on factors such as your location, skills and experience. The compensation package may also include incentive and bonus opportunities.
Inspira provides industry-leading benefits including, but not limited to: healthcare, 401K savings plan, company holidays, paid time off, parental leave and an employee assistance program.