Customer Care Representative II

Summary

Join Instant Teams as an SCA Customer Care Rep II and support military personnel and their families in a 100% remote work-from-home position. You will resolve member and provider questions, guide them through healthcare needs, and ensure a seamless customer experience. Responsibilities include handling calls, emails, and chats, explaining benefits, addressing claim concerns, and making outbound calls. You will also obtain participant feedback to ensure service quality. This is a temporary position lasting from July 18th to October 31st, paying $17/hour for 40 hours per week. The training period is two weeks, and the post-training schedule is flexible between 8 am and 8 pm EST. Specific location restrictions apply.

Requirements

• Must be able to maintain the 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
• 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
• 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 additional feedback questions or instruments

Benefits

• Equipment provided
• 100% remote