Customer Care Specialist (Call Center- REMOTE)

Customer Care Specialist, Pay is $19.00/hr, Start Date - November 25th

U.S. citizenship is required for this position due to Department of Defense restrictions

Who We Are

WPS Health Solutions is a leading not-for-profit health insurer and federal government contractor headquartered in Wisconsin. WPS offers health insurance plans for individuals, families, seniors, and group health plans for small to large businesses. We process claims and provide customer support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. WPS Health Solutions has been making health care easier for the people we serve for more than 75 years. Proud to be military and veteran ready.

Culture Drives Our Success

WPS’ Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive and empowering employee experience. We recognize the benefits of Diversity, Equity, and Inclusion as an investment in our workforce—both current and future—to effectively seek, leverage, and include diverse perspectives that fuel agility and innovation on high-performing teams. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities.

We are proud of the recognition we have received from local and national organization regarding our culture and workplace: WPS Newsroom - Awards and Recognition

Role Snapshot

We are seeking a talented Customer Care Specialist to join our team! The successful candidate will play a critical role in providing call center telephone support, as well as responses to written inquiries submitted by, military members, retirees, and dependents eligible for both TRICARE and Medicare benefits (TRICARE Medicare Eligible Program – TMEP). In addition, this role is responsible for assisting with claims and billing inquiries from hospitals and clinics.

In this REMOTE role all necessary EQUIPMENT will be PROVIDED.

A Day in the Life of a Customer Care Specialist:

• Respond to an average of 80 or more inbound phone calls and written inquiries per day from retired military beneficiaries and medical providers.
• Receive calls and written inquiries from retired military beneficiaries regarding their claim questions and status.
• You will use our various systems to find the, sometimes-complex, information and be expected to patiently explain it in a way that is easy-to-understand.
• Quickly and efficiently respond to billing agents in hospitals and clinics regarding claim payment statuses, billing inquiries, and correcting billing errors as needed.
• Maintain a high level of accuracy in handling confidential information and records.
• Provide exceptional customer service to ensure a positive experience for each caller.
  
  

How do I know this opportunity is right for me? If you:

• Have strong communication and interpersonal skills, including the ability to effectively explain complex information.
• Have exceptional customer service skills and the ability to handle difficult situations with empathy and patience.
• Can multitask, prioritize, and manage time effectively in a fast-paced environment.
• Can maintain a high level of accuracy and attention to detail.
• Have proficient computer skills and willingness to learn new systems and processes.
  
  

What will I gain from this role?

• We offer a dynamic and challenging work environment, competitive salary and benefits package, and opportunities for growth and advancement. Don't miss this chance to make a positive impact on the lives of retired military beneficiaries and join our team as a Customer Care Specialist!
  
  

Minimum Qualifications

• U.S. citizenship is required for this position due to Department of Defense restrictions.
• High school diploma or equivalent.
• 1 or more years of customer service experience working in a fast paced, high volume call center environment.
  
  

Preferred Qualifications

• 2 or more years of experience in a fast paced, high volume call center environment.
• 1 or more years of customer service experience working with health insurance and/or medical claims
• Ability to learn medical and insurance terminology.
• Proficient in Microsoft Office products.
• 1 or more years of experience with navigating dual monitor screens and utilizing multiple programs at once.
• Strong skillsets in multi-tasking, research, and problem-solving.
  
  

Additional Information

• Start Date: 11/25/24
• Starting Pay: $19.00/hour - After training schedule an additional 2nd Shift differential of $.75/hour.
• Training Schedule: First 8 weeks from 8:25am-5:00pm CST, Monday-Friday.
• Scheduled Shift: Once training is completed, this will be a 2nd shift role – 11:25am ~ 8:00pm Central, Monday - Friday
  
  

Work Location

We are a remote-first organization and offer 100% remote work in the following approved states:

Arizona, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Iowa, Michigan, Minnesota, Missouri, Nebraska, New Jersey, North Carolina, North Dakota, Ohio, South Carolina, South Dakota, Texas, Virginia, Wisconsin

• To help strengthen communication, provide a sense of community, and improve the overall remote work experience, the assigned office community based on the position’s division is: Military and Veterans Health Division – West Frankfort, Illinois
  
  

Remote Work Requirements

• Wired (ethernet cable) internet connection from your router to your computer
• High speed cable or fiber internet
• Minimum of 10 Mbps downstream and at least 1 Mbps upstream internet connection (can be checked at https://speedtest.net)
• Please review Remote Worker FAQs for additional information
  
  

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately)
• Competitive paid time off
• Health insurance, dental insurance, and telehealth services start DAY 1
• Employee Resource Groups
• Professional and Leadership Development Programs
• Review additional benefits here
  
  

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