Customer Care Specialist 2

Job Description

Description:

One Claim Solution is a fast-growing insurance billing company based in Gilbert, AZ. Our contractors are the backbone of America–small, independent businesses that repair homes damaged by floods and fire. These businesses hire OCS to help with insurance claims billing. We use our expertise in working with property casualty insurance companies to help contractors get paid more, faster so they can run their businesses better.

The primary function of the Customer Care Specialist is to lead communications with property owners in English to obtain payments for services provided, and to resolve insurance claims issues.

In this role, you’ll support teams that work with insurance carriers. Your team will aim to get claims paid as much as possible as quickly as possible. OCS pays a generous quarterly bonus to teams that deliver results!

This is a 100% in-office position.

Requirements:

Primary responsibilities include, but are not limited to:

Communicate with property owners in English to obtain payments for services provided at their properties

Including but not limited to obtaining insurance checks, deductibles, denied claims, and out-of-pocket jobs

Communicate professionally and empathetically with property owners to resolve issues and/or concerns

Research and understand invoice-related issues by understanding industry knowledge, and collaborate cross-departmentally to find solutions

Maintain ownership of invoices throughout the lifecycle of issue resolution

Handle a large volume of inbound and outbound calls, emails, and texts in a timely manner

Complete daily task load to move the claim forward (post-training, our expectation is 50+ tasks daily)

Follow communication scripts and use knowledge of the company’s services to go off-script when necessary via phone, email, and text

Build positive relationships by going above and beyond with customer service

Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality

Keep accurate and effective records of claims actions taken, using CRM and other software

Leverage data and insights gathered by the call center to recommend and influence process improvements

Other duties as assigned

Candidate profile and capabilities

Strong professional communication skills, both written and oral

Ability to analyze insurance claims and navigate administrative environments to remove barriers

Problem solver with a high degree of perseverance and creativity to find solutions to administrative issues

Self-directed with strong work ethic and ability to complete a high volume of tasks on a consistent basis

Eager and curious to learn new things

Ability to empathetically navigate conflict and de-escalate tension to create a professional, problem-solving oriented work environment

Team player, and willing to help others on the team with questions and escalated communications once out of training

Experience and qualifications:

2+ years working in a high call volume Call Center environment

Experience working with Insurance Claims / Billing, Collections, or Paralegal preferred

Experience working at a start-up preferred

Very comfortable using Microsoft Office or Google Suite

Experience using FRONT, Dialpad, and Slack preferred

Experience using CRM software preferred

High school degree or equivalent ; Bachelor’s degree preferred

We use Slack ;)

Benefits we offer:

High growth company with room for internal advancement for employees

Low cost Medical, Dental, Vision Insurance

Paid Parental Leave

3+ Weeks of Paid Vacation Time

Paid Sick Time

Performance bonus