Customer Service Representative – Now Hiring! $17.75/hourly

The Customer Service Representative provides best-in-class service to all constituents, including but not limited to members, prospective members, employers, providers / pharmacists, vendors and internal Harvard Pilgrim staff, as a means to build customer loyalty, extend customer retention, and satisfy corporate goals and objectives.

The Customer Service Representative acts as a member advocate by meeting or exceeding the customer’s expectations, while maintaining the interest of Harvard Pilgrim.

What you will be doing:
Receives and responds to a high volume of incoming calls – unscripted. 98% of of your day will be on the phone.

Provides accurate and thorough information on HPHC benefits, eligibility and enrollment policies to members, prospective members and internal customers. May also respond to customer inquiries made through written format.

Answers product billing, enrollment and eligibility questions for all traditional products, including continuation of coverage and COBRA.

Understands and relays information regarding contract riders, member programs and all HPHC vendor relationships.

Captures and documents customer feedback; receives, resolves, and routes complaints as defined by Department policies, procedures, and guidelines.

Accurately handles appeals process inquiries. Consults with appropriate staff from all levels within the department well as with Appeals to effectively address a member’s inquiry.

Protects member privacy and confidentiality by consistently maintaining full compliance with all HIPAA regulations.

Maintains thorough understanding of HPHC’s policies, products and systems.

Manages time appropriately to maximize availability to assist customers.

To qualify, you must have a:
High school diploma and a minimum of 1-2 years of customer service experience required, along with the successful completion of a comprehensive HPHC member Services training program. Compassionate individual with a passion for helping others. Experience with computers and systems/databases is a plus. Enjoys working in customer service.

Requirements of the position:
There is an 8 – week paid training . No time may be taken off during the training.

The training schedule will be 8:30 to 5pm.

After training, schedule will be rotating either: 8:00am-4:30pm and 9:30am – 6pm

This position is within a call-center environment

After the 8 – week training you will be spending 95% of your day speaking with our members on the phone

This is a unscripted call center

The hourly wage is $17.75

What makes us stand out:
Har vard Pilgrim’s Member Services Department is more than just a call center. It is an environment to learn more about our products, plans and services, advance your communication and customer services skills. Countless Customer Service Representatives have become proficient in their role, and continue to develop within the Member Services Department or other areas of the company.

Tons of Career Growth Opportunities within the department!!!

Performance Bonus – The Member Services Department on a quarterly basis will reward representatives who meet performance and business expectations

Medical/Dental/Vision Coverage

4 01K Retirement Savings Plan – Harvard Pilgrim offers a competitive match to all employees who save for retirement

Tuition Reimbursement – up to $5,000 annually

Volunteer Opportunities

On-site gym!!

Easy access from RT.93

Walking distance from Quincy Adams Station (Red Line)!!

Harvard Pilgrim Health Care (HPHC) does not accept unsolicited Agency resumes. HPHC will not pay fees to any third party agency or firm that does not have a signed “Employment Agency Agreement” already on file with Human Resources – The Office of Talent Acquisition.

We are an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic. The EEO is the Law poster is available here .

Required Skills

Required Experience