The Jacobson Group

Compensation

Full Description

Job Description: This role is responsible for supporting members by handling inbound inquiries related to benefits, claims, authorizations, and account information. The position requires strong communication skills, system navigation, and the ability to resolve issues efficiently while meeting service level expectations. Responsibilities: • Respond to inbound member inquiries regarding benefits, claims, authorizations, and account information. • Provide accurate, compliant, and timely information while adhering to privacy standards. • Document all interactions clearly and completely in the CRM system. • Resolve issues or escalate complex cases to appropriate departments using established workflows. • Assist members with navigating digital tools such as the member portal and mobile app. • Meet daily service-level goals for call handling, quality, and customer satisfaction. • Participate in ongoing training and coaching to stay updated on policies and procedures. • Maintain average handle time (AHT) within target range. • Achieve quality assurance scores of 95% or higher. • Meet or exceed daily call volume and adherence metrics. • Deliver first-call resolution for at least 85% of inquiries. • Ensure member satisfaction scores meet organizational benchmarks. Requirements: • Availability to work 8:00 AM – 4:30 PM CT, Monday–Friday. • Minimum 4 years of experience in a call center or customer service role within healthcare or health insurance. • High school diploma or equivalent; college coursework in business or healthcare preferred. • Strong verbal and written communication skills. • Ability to navigate multiple systems simultaneously. • Strong problem-solving and critical thinking abilities. • High attention to detail and accuracy. • Reliable attendance and ability to maintain scheduled shifts. Key Skills: • Call center member support • Claims and benefits inquiries • System navigation • Communication and customer satisfaction • Documentation accuracy • First-call resolution performance Systems/Software: Verint, Epic, MS Dynamics, Clarity, iLinkBlue, Common Query, EverNorth, EDI Enrollment, CMOD, Edifecs Pay Range: $23 per hour Benefits: Our comprehensive benefits package includes: o Medical insurance o Dental insurance o Vision insurance o 401(k) retirement savings plan Contact: Karrie Ruch +1 (312) 884-0418 kruch@jacobsongroup.com Refer a Colleague: Do you know someone who would be interested in this project? Submit your referral directly by emailing the Jacobson contact listed above or submitting them through this form. If your referral is hired for a contract assignment and meets all other eligibility criteria, you will receive a referral bonus! Equal Opportunity Employer: The Jacobson Group is committed to fostering an inclusive and equitable workplace that reflects the diverse communities we serve. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic as defined by applicable law. We believe that diversity of thought, background and experience strengthens our team and drives innovation. All employment decisions are based on qualifications, merit and business needs. If you require a reasonable accommodation to complete the application process or participate in an interview, please contact us at HR@jacobsononline.com or +1 (800) 466-1578 to make a request. Job Types: Contract, Temporary Pay: $23.00 per hour Expected hours: 40 per week Work Location: Remote