Global Service Center Specialist

About This Role

This role involves providing exceptional customer service to globally mobile members by fielding inquiries related to access of care, products, policy benefits, enrollment, and claims. The specialist will manage requests for medical assistance and ensure accurate documentation of all interactions.

Responsibilities

• Ensure members (customers) always receive the highest quality of customer service
• Learn and follow established protocols as defined in the Global Service Center Procedure Manual(s)
• Answer and resolve all member, provider, and broker inquiries regarding products and services via phone and email
• Manage requests for medical assistance services on a planned or emergency basis
• Communicate with doctors' offices and hospitals to establish financial arrangements on behalf of members
• Appropriately and proficiently document all interactions and maintain accurate files in the designated systems

Requirements

• High school diploma
• Ability to multitask while keeping composure at all times
• Excellent verbal and written communication skills
• Ability to speak, read, and write fluent English
• Ability to manage and successfully resolve complex issues with supervision and on a time-sensitive basis
• Strong facilitation, conflict resolution, and investigative skills
• Reliable at-home high speed internet service
• High volume corporate customer service experience
• Schedule flexibility is required (working on holidays, weekends, overnights and overtime)

Qualifications

• High school diploma required; Undergraduate degree and/or equivalent experience preferred
• High volume corporate customer service experience is required

Nice to Have

• Undergraduate degree and/or equivalent experience
• Multi-lingual skills
• Familiarity with insurance products and insurance terminology

Benefits