Customer Care Representative II

Summary

Join Instant Teams as an SCA Customer Care Rep II and support military families in a 100% remote work-from-home position. You will proactively resolve member and provider inquiries, guide them through healthcare needs, and ensure a seamless customer experience. Responsibilities include handling calls, emails, and chats, explaining benefits and resolving claims. You will also make outbound calls and gather participant feedback. The position requires excellent communication skills, familiarity with military organizations, and a dedicated workspace. A high school diploma and one year of customer service experience are required, along with the ability to pass a background check and drug screening. Benefits include equipment, health/dental/vision insurance, 401k, PTO, disability insurance, and an employee assistance program.

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
• Or any combination of education and experience, which would provide an equivalent background
• Ability to work from home with internet access and a quiet and private workspace
• Requires a HS diploma or equivalent and previous experience in an automated customer service environment; or any combination of education and experience which would provide an equivalent background
• Contingent upon successful completion of a background check and drug screening

Responsibilities

• Proactively resolve members' and/or providers questions and concerns
• Guide members and providers with healthcare needs by explaining benefits, solving claim concerns, and 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 to ensure that services delivered meet 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 consistently high level of quality. Feedback opportunities shall be made to military members and their families in order to ensure that services delivered meet the requirements, needs, and expectations of the participant and to document outcomes and effectiveness of the non-medical counseling services. Approval to contact shall be obtained from the participant on their original contact or request for assistance. At the direction of VOFS, RTMs may be requested to utilize other additional feedback questions or instruments

Preferred Qualifications

For URAC accredited areas the following professional competencies apply: 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 provided
• 100% remote
• Health | Dental | Vision
• 401k
• PTO
• Long-term / Short-term Disability
• Employee assistance program