Customer Service Representative – Health Benefits

Join a passionate and purpose-driven team of colleagues who contribute to Trustmark’s mission of helping people increase wellbeing through better health and greater financial security. At Trustmark, you’ll work collaboratively to transform lives and help people, communities and businesses thrive. Flourish in a culture of diversity and inclusion where appreciation, mutual respect and trust are constants, not just for our customers but for ourselves. At Trustmark, we have a commitment to welcoming people, no matter their background, identity or experience, to a workplace where they feel safe being their whole, authentic selves. A workplace made up of diverse, empowered individuals that allows ideas to thrive and enables us to bring the best to our colleagues, clients and communities.

As one of the nation’s largest independent benefits administrators, Trustmark Health Benefits helps our clients manage costs without compromising care by offering innovative solutions, flexibility and complete data transparency for our clients. Our responsive and empathetic customer service teams provide the highest level of support for employers and members.

At Trustmark Health Benefits, we value our diverse team of Customer Service Representatives and we’re looking for new hires that want to learn and grow their careers with us! In this position, you will have the ability to work from home. You will also participate in a 5-week training class, you will have the option to begin on November 14, 2022 or December 5, 2022. Our Trainers provide a detailed program to give you the knowledge and tools to be successful in your new role. Hours for the duration of training will be 8:00 am-4:00 pm CST and after training your hours will be between the hours of 9:00 am – 6:00 pm CST.

Our Upcoming Observed Holidays Include

Trustmark Health Benefits offers associates paid time off on company-designated holidays, you will be eligible for holiday pay.
Thanksgiving Day: Thursday, Nov 24
Day after Thanksgiving: Friday, Nov 25
Christmas Eve: Friday, Dec 23
Christmas Day: Monday, Dec 26

Job Responsibilities Include
Responding to telephone, email, electronic inquiries or faxes from employees/members, service providers, clients and/or other insurance carriers on a variety of topics such as benefits, eligibility, claim status and claim disposition.
Handling call volumes averaging 40-50/calls per day and and you will be documenting all inquiries using our internal systems.
Working with your support team to appropriately refer unresolved inquiries or escalated calls based on customer service procedures and guidelines.
Interacting with multiple systems to research inquiries and respond appropriately.
Following-up when required on outstanding issues to ensure timely resolution and client satisfaction.
Initiate outgoing calls to member or providers when required.
Other duties as needed/assigned

Job Qualifications
High School Diploma or GED equivalent
Prior customer service experience working in a call center or in a position that entailed handling calls is required
Insurance, benefits, claims or medical/healthcare experience
Prior experience handling phones while navigating between multiple systems in order to assist customers
Ability to work in a fast-paced, customer service driven environment
Excellent communication skills necessary to be successful
Having a collaborative mindset in order to work effectively with other team members
Ability to learn new/proprietary systems and to adapt to various system platforms
All equipment and necessary software will be provided.
You must have a private workspace with access to high-speed internet
Must be able to work a 37.5 hr. work week with between the hours of 9:00 am – 6:00 pm CST Mon-Fri.
Bilingual candidates welcome to apply

Come join Trustmark! Join a team that will not only utilize your current skills but will enhance them as well. Trustmark benefits include health/dental/vision, life insurance, FSA and HSA, 401(k) plan, Employee Assistant Program, Back-up Care for Children, Adults and Elders and many health and wellness initiatives. We also offer a Wellness program that enables employees to participate in health initiatives to reduce their insurance premiums.

For the second consecutive year we were selected as a Top Workplace by the Chicago Tribune. The award is based exclusively on Trustmark associate responses to an anonymous survey. The survey measured 15 key drivers of engaged cultures that are critical to the success of an organization.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, sexual identity, age, veteran or disability.

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request.

Required Skills

Required Experience