Customer Service/Intake Coordinator Job at Alera Group
Related Risk Management & Compliance, an Alera Group Company is looking to add a Customer Service/Intake Coordinator to their growing team!
Absolve is a leading provider of absence and disability solutions for large employers. Our proprietary disability and claims management process provides employees with expert support during their leave. Rest assured that each employee’s case will be managed consistently, in compliance with federal and state leave law. Our focus is creating healthier, more productive workforces by reducing the amount of time employees miss work due to unscheduled absences.
When leaves are unavoidable, our team takes care of them from beginning to end. It is our commitment to make employees out on leave feel supported and ensure that they get their benefits as quickly and easily as possible.
In a telephonic customer service environment, the Customer Service Specialist/Intake Coordinator works as an important part of the team by providing an exceptional customer experience. Customer Service Specialists/Intake Coordinators will be the "first response" for employers and employees in need and must demonstrate a caring, responsive, and problem-solving attitude at all times.
Provides plan/policy and claim information, assists with submission of claims and makes outbound calls to gather missing information on incomplete claims- Receive and triage incoming communications to determine nature of callers’ request
- Assist employees in navigating the leave of absence/disability claim process and facilitates transfers to other areas when appropriate
- Collect all pertinent information from employees and enter that information accurately into the claims system
- Verify employee eligibility for coverage/benefits through the claims system/software and enter all pertinent information timely, completely, and accurately
- Understand and respect the sensitivity and confidential nature of issues discussed and information handled
- Exercise careful discretion when collecting, discussing, and documenting any/all information
- Request employee leave policy kits and any other necessary information from employers and third parties
- Redirect quality of care/service complaints to contact center manager
- Provide requests for information, explanation of benefits, etc. to the correct operational area within the claims department
- Send acknowledgement and authorization correspondence timely, ensures all incoming claims are processed in accordance with regulatory requirements and adheres to mandated compliance timeframes.
- Are responsible for handling incoming emails, faxes and retrieving voice mail messages accurately and timely daily.
- Performs project work and other related duties as assigned or required
Demonstrate critical thinking in activities requiring analysis, investigation, and/or planning- Strong problem solving and analytical skills
- Ability to work independently
- Comfortable working with multiple priorities in a changing environment
- Customer service experience preferred
We're an equal opportunity employer . All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
If you're a California resident, please read the California Consumer Privacy Act prior to applying.
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