Job Description

GENERAL STATEMENT OF RESPONSIBILITY: Complete insurance related interviews and applications via telephone. Interviews will include gathering medical, financial, and occupational and vocational histories. Review and edit information collected during the interview for quality assurance purposes. Make and receive telephone calls, logging call attempts, document information within orders as necessary, recording call results.

ESSENTIAL FUNCTIONS:

• Accept assigned orders. Prioritize and collate new orders into current caseload by type of request and geographic region.
• Contact applicants to conduct background interviews.
• Update accurate status of orders regarding background information received.
• Type information gathered into a computer-generated form.
• Answer phone calls to give status regarding order requests, gather follow-up information and troubleshoot problems.
• Submit completed orders.
• Accurately document client responses to medical questions in scripted format.
• Cross train on all tele-applications and inspections, if applicable.
• Respond to the needs and requests of clients and management staff in a professional and expedient manner.
• Read and follow departmental SOPs.
• Must meet minimum requirements as outlined in Production/Incentive Plan.
• Maintain service level agreements.
• Maintain and protect the confidentiality of all CRL, CRL subsidiaries, legal entities and client information.
• Be able to comply with all applicable federal, state, and local safety and health regulations that would apply to this job.

Other duties as assigned.

JOB QUALIFICATIONS:

EDUCATION: High School Diploma or equivalent.

EXPERIENCE: 1 year of Customer Service or Call Center experience

SKILLS & ABILITIES:

• Excellent verbal skills, including good voice quality, articulation and listening skills
• Analysis and problem solving abilities
• Detail oriented
• Ability to handle multiple tasks
• Good follow through and dependability
• Ability to prioritize and work independently
• Good written communication skills
• Ability to interact with all levels within the organization
• Must have good PC skills, including MS Office and Windows Environment

• Ability to be at work and on time

• Ability and judgment to interact and communicate appropriately with other employees, clients and management

PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be available to enable qualified individuals with disabilities to perform the essential functions.

This position requires the necessary physical attributes for office work such as:

• Sitting for extended lengths of time
• Close vision requirements due to computer work
• Repetitive use of hands, fingers, wrists and elbows for operating a computer and telephone
• Light lifting, up to 10 pounds

EQUIPMENT: Ability to operate a PC and communications equipment.

OTHER: Overtime as required to meet customer needs, to be determined daily. Frequent telephone use.

The employer shall, in its discretion, modify or adjust this position to meet the company’s changing needs.

This job description is not a contract and may be adjusted as deemed appropriate in the employer’s sole discretion.

• denotes essential job function

An Equal Opportunity Employer

Pay Range: $16.00 - $29.00

Starting Pay Range: $16.00 - $20.00

Benefits for Full Time Employees:

• Medical, Dental, Vision
• Life/AD&D
• Supplemental Life/AD&D
• Section 125 FSA Plan
• 401(k)
• Short and Long-Term Disability
• Paid Time Off
• Holidays
• Tuition Reimbursement