Customer Experience Rep
Description A CAREER AT CAPTRUE BENEFITS Working at Captrue Benefits, you’ll experience a culture that is made up of a group of people who are supportive, innovative, collaborative, and caring towards each other and the customers we serve. Captrue Benefits is looking for a Customer Experience Representative to join our team. This is a full-time position located in our Blaine, MN office, or remote, depending on location. Join our team and help us change the way healthcare is financed, disclosed and delivered. OUR VISION FOR THIS KEY ROLE As a Customer Experience Representative at Captrue Benefits, you’ll have the typical responsibilities of a call center such as responding by phone, email, website, portal messages from our health plan members and providers, but with a significantly different focus and culture. In this role, you will have the opportunity to serve our members by simplifying and elevating the health benefits experience for our members. We aren't going to just SAY that we care. We are going to DO it. This is an opportunity for you to create a member experience with each call to go beyond what is typically minimally required to get someone off the phone - to make maximum effort to be a member advocate and resource. For this role it is critical to have someone who is missionally aligned to change and significantly improve the way people experience healthcare. In this role you’ll be an ambassador of First Impressions, which creates lasting impressions. Salary Range: $19.25 - $28.50 A SAMPLE OF WHAT YOU’LL GET TO DO IN THIS JOB · Receive, prioritize, document, and actively resolve member/provider requests regarding health insurance benefits and claims, ensuring the highest level of customer satisfaction · Research and resolve high volume of complex member/healthcare provider inquiries and escalations by determining root causes and applying a strong understanding of health plans, services, policies, rules, products and procedures. · Facilitate communication and coordination among members, internal staff, and providers as needed, escalating issues to supervisors when necessary. · Manage assigned member caseload using a high-touch advocacy model to enhance the member experience and encourage engagement. · Assist in claims and eligibility processing support tasks as needed. · Apply knowledge of HIPAA regulations when handling sensitive information.
Requirements
WHAT YOU’LL BRING TO THE JOB
- Education: High School Diploma or GED required; some college preferred.
- Experience: Minimum of two years in a healthcare customer service, claims processing or data entry role
- Experience working at a TPA, insurance company, or within a healthcare environment required.
- Excellent customer service and communication skills with a strong sense of ownership and commitment to providing prompt and
detailed follow-up.
- Strong analytical and problem-solving skills.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Knowledge of HIPPA regulations and a commitment to maintaining compliance with privacy & security standards.
WHO WE ARE Captrue Benefits is a third-party administrator located in Minneapolis, Minnesota. Captrue Benefit’s mission is to change the way healthcare is financed, disclosed and delivered. We need people who value honesty and transparency; people who take ownership and responsibility of whatever they are doing. We seek individuals who value all people and interact with humility and respect, people who like to dig deep into issues, who are curious and who understand life is about more than work. If you believe in our mission and share our Core Values, then we would like to talk about how we can make a positive impact together.