Instant Teams is hiring a
Customer Care Representative

Summary

The job is for an SCA Customer Care Rep II at Instant Teams, a remote role supporting military families. Main responsibilities include resolving member and provider concerns, guiding them with healthcare needs, creating a seamless customer experience, making outbound calls, providing participant feedback services, and maintaining KPIs.

Requirements

• Must be able to maintain KPIs set forth for this position
• Must be familiar with military organizations, installations, and families
• Excellent written and verbal communication skills
• Must have a quiet and dedicated space to answer and make calls
• High school diploma and 1 year of experience in customer service

Responsibilities

• Proactively resolve members and/or providers questions and concerns
• Guide members and providers with healthcare needs by explaining benefits, solving claim concerns, helping find a doctor via telephone calls, online chats or e-mails
• Create a seamless experience for our customers and resolve potential issues
• Respond to questions via telephone and written correspondence regarding insurance benefits, contracts, eligibility, and claims
• Make outbound calls via an autodialer in order to ensure that services delivered met the requirements, needs, and expectations of the participant
• Provide participant feedback services. With the participant’s approval, RTMs shall obtain feedback after the initial non-medical counseling session and after case closure; utilizing a Government provided feedback instrument to ensure a consistent high level of quality

Preferred Qualifications

Associates in this role are expected to have strong oral, written and interpersonal communication skills, problem-solving skills, facilitation skills, and analytical skills

Benefits

Equipment is provided