The Boon Group

The Boon Group

Benefit Services Representative (BSR)

Job Description

Title / Benefit Services Representative
Department / Benefit Services Company: Boon Administrative Services, Inc.
Reports to / Benefit Services Supervisor
FLSA Status / Non-Exempt

Job summary

The Benefit Services Representative in Training is responsible for learning the three training components below with the end result of building and maintaining effective relationships with our various customers through effectively responding to inquiry calls.

1)  Eligibility, Missed Premium, COBRA and Manpower Advocacy

2)  Claims verification of benefits and eligibility

3)  Claims status calls

Essential Duties & Responsibilities

·  Attends and participates in all training classes; takes notes as needed and completes quizzes and tests

·  Demonstrates mastery of course content by passing all tests and applying training when answering calls

·  Observes experienced workers to acquire knowledge of methods, procedures, and standards required for performance of departmental duties

·  Provides exceptional customer service by responding to inbound calls under the mentorship of an experienced BSR

·  Works with increased independence and accuracy as training progresses

·  Works assigned shifts and takes scheduled breaks and lunches with minimal disruption to the department workflow

·  Assists with department overflow and works overtime as required

·  Performs other duties as assigned

Knowledge, Skills & Abilities

·  Knowledge of employee benefits and insurance products in a customer service environment

·  Knowledge of medical terminology

·  Excellent interpersonal, customer service and communication skills – both verbal and written

·  Working knowledge of Microsoft Office (Word, Excel, and Outlook) and the Internet

·  Excellent interpersonal and communication skills, both verbal and written

·  Research and problem resolution skills

·  Ability to be detail-oriented

·  Ability to calculate figures and amounts

·  Ability to work within a metric-focused environment

·  Ability to work overtime as required

·  Bilingual (Spanish/ English) skills

Education & Experience

·  High school diploma or GED

·  2 yrs of customer service experience

·  Experience working in a call center environment preferred

·  Previous medical insurance or employee benefits experience preferred

Licenses/Certifications

·  None

Physical Demands:

·  Ability to sit for extended periods

·  Repetitive motions

·  Little physical effort required

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this position. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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Created on 5/6/2010 4:42:00 PM Page 2 of 2