About The Position
This is a fully remote/ temporary call center representative position with SAG-AFTRA Health Plan and SAG-Producers Pension Plan (the Plans).
Job Requirements:
Essential Job Responsibilities:
- De-escalation and reduction of the intensity of a conflict or potentially difficult call or inquiry
- Walk-in support: in-person interaction between participant walk-in and representative
- Email inquiry management: addressing, distributing and responding of electronic messages that are sent to and from PSD email queue
- Chat inquiry management: addressing, distributing and responding of electronic messages that are sent to and from PSD chat queue
- Process improvement and optimization
- Must be able to successfully perform all the duties the PSD Rep I
- Works under limited supervision
- Able to handle more complex inquiries
- Good understanding of the retiree health benefits and vendor inquiry management procedures
- Identifies and documents error trends and informs management of operational problems and provides resolutions in a judicious manner
- Attends and participates in various meetings as assigned. May be required to report on major points, actions resolved or to be taken
- De-escalation and reduction of the intensity of a conflict or potentially difficult call or inquiry
- Walk-in support: in-person interaction between participant walk-in and representative
- Email inquiry management: addressing, distributing and responding to electronic messages that are sent to and from PSD email queue
- Chat inquiry management: addressing, distributing and responding to electronic messages that are sent to and from PSD chat queue
- Process improvement and optimization
- Other duties as assigned
Knowledge, Skills & Abilities:
- Plan benefits and limitations
- CPT, ICD9, HCPCS codes, and COB rules.
- Medical terminology
- Excellent written and verbal communication skills
- Strong typing skills
- Good math skills
- Excellent PC Computer skills, specifically in Microsoft Outlook, Word, and Excel
- Ability to meet production and quality goals
- Ability to work under time constraints and meet deadlines
- Ability to work with direct supervision
- Ability to multitask, including documenting the system during a call
- Ability to maintain confidentiality
- Build collaborative relationships
- Be flexible and adaptable to support team targets
- Ability to manage all callers and situations in a professional, tactful, and courteous manner
- Ability to quickly acquire the knowledge of the Plan’s various retirement, health plans, and other insurance plans
- Ability to quickly acquire the knowledge to use a variety of Plan system applications
- Ability to listen and ascertain the needs of the caller
- Ability to handle multiple interruptions and adjustments to priorities throughout the day
Competencies:
- Customer Focus – Gains insight into customer needs; identifies opportunities that benefit the customer; builds and delivers solutions that meet customer expectations; establishes and maintains effective customer relationships.
- Decision quality – Makes sound decisions, even in the absence of complete information; relies on a mixture of analysis, wisdom, experience, and judgment when making decisions; considers all relevant factors and uses appropriate decision-making criteria and principles; recognizes when a quick 80% solution will suffice.
- Ensures accountability – follows through on commitments and makes sure others do the same; acts with a clear sense of ownership; takes personal responsibility for decisions, actions, and failures; establishes clear responsibilities and processes for monitoring work and measuring results; designs feedback loops into work.
- Communicates effectively – Is effective in a variety of communication settings: one-on-one, small and large groups, or among diverse styles and position levels; attentively listens to others; adjusts to fit the audience and the message; provides timely and helpful information to others across the organization; encourages the open expression of diverse ideas and opinions.
- Instills trust – follows through on commitments; is seen as direct and truthful; keeps confidences; practices what he/she preaches; shows consistency between words and actions.
- Nimble Learning- Learns quickly when facing new situations; experiments to find new solutions; takes on the challenge of unfamiliar tasks; extracts lessons learned from failures and mistakes.
- Being Resilient – Rebounding from setback and adversity when facing difficult situations.
- Manages complexities – Asks the right questions to accurately analyze situations; acquires data from multiple and diverse sources when solving problems; uncovers root causes to difficult problems; evaluates pros and cons, risks and benefits of different solution options.
- Collaborates – Works cooperatively with others across the organization to achieve shared objectives; represents own interests while being fair to others and their areas; partners with others to get work done; credits others for their contributions and accomplishments; gains trust and support of others.
- Compassion – Active application of empathy during the entire call life cycle.