Teleservices Rep In & Outbound

Overview

Serves as Tele-Service Representative (TSR) of the Company while receiving incoming calls from customers and answering questions regarding new business, issued policies, and claims. Places outbound calls, utilizing a dialer system or manually dialing promoting conversion, retention and customer conservation. Documents calls serviced and prepares eMEMs to other Departments when information is not available, when requesting coverage and plan changes. Performs other duties as requested

Responsibilities

• Interacts with caller to determine nature of call and information requested.
• Places calls to existing and potential Policyowners to promote conversion, retention and customer conservation. Verifies and obtains information and promotes products and services, etc.
• Follows Company, Division, Identity, and Authority procedures to determine how to process each call.
• Services policy as appropriate or as requested by initiating plan and coverage changes, ordering requested materials such as billing notices, duplicate policies, etc.
• Answers claim inquiries regarding benefits and claim status such as date processed, if drafts issued.
• Answers, explains and obtains information for customers regarding new products by following the New Business procedures. Conserves or offers alternate coverage when available according to Company guidelines.
• Refers eMEMs to various departments as needed for completion of service request.
• Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems, and takes ownership of and acts on quality problems.
• Transfers callers with questions concerning Medicare and Agency sold products to Advanced Teleservices Representatives for handling. Accurately documents calls.

Qualifications

• Ability to portray a positive image of Physicians Mutual to every caller.
• Strong interpersonal relation skills and ability to handle stress.
• Well-developed speaking and phone skills including pleasant speaking voice, good diction, and etiquette.
• Ability to learn and understand insurance related procedures, terminology, and products.
• Ability to fluently operate a PC and telephone equipment and navigate through multiple applications concurrently.
• Good vocabulary and ability to explain processes and procedures in a logical manner to persons with varying levels of comprehension.
• Thoroughness and detail orientation for documenting caller messages and maintaining accurate records.
• Patience and ability to negotiate calls from persons who are angry, abusive or difficult to understand.
• Basic math and reading skills necessary for calculating new/adjusted premiums and reading policies.
• Customer focused with good listening skills
• Ability to display a positive attitude, dependability, reliability, self-motivation, and openness to change.

About Us

Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us is about.

The Physicians Mutual family includes Physicians Mutual Insurance Company, Physicians Life Insurance Company and Physicians Select Insurance Company. Physicians Mutual offers reliable dental and supplemental health insurance, and pet insurance. Physicians Life provides important life insurance, Medicare Supplement insurance and coverage for funeral pre-planning. Physicians Select Insurance Company additionally offers exclusive Medicare Supplement insurance.

Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future.

But the achievement we’re most proud of? We have a 95% customer satisfaction rating — a true sign of a company dedicated to embodying its vision.