Customer Service Representative, Fully Remote, Start Date April 17th, 2023

Who We Are

WPS Health Solutions is a leading not-for-profit health insurer in Wisconsin. Our services offer health insurance plans for individuals, families, seniors, and group plans for small to large businesses. We process claims and provide customer service support for beneficiaries of the Medicare program and manage benefits for millions of active-duty and retired military personnel across the U.S. and abroad. In 2021, WPS Health Solutions celebrates 75 years of making health insurance easier for those we serve. Proud to be military and veteran ready.

Our Culture

WPS’ Performance-Based Culture is where the great work and innovations of our people are seen, fueled, and rewarded. We accomplish this by creating an inclusive, empowering employee experience, focusing on People, Work, and Conditions. This results in people bringing their authentic selves to work every day in an organization that successfully adapts to business changes and new opportunities. We are guided by our Purpose: Together, making health care easier for the people we serve.

In 2021, WPS Health Solutions was recognized for several awards including:

• Madison, Wisconsin’s Top Workplaces
• Top Workplace national cultural excellence awards for Remote Work and Work-Life Flexibility
• Achievers 50 Most Engaged Workplaces® with the further honor of Achievers “Elite 8” winner in the category of Culture Alignment

Role Snapshot

This position will respond to telephone inquiries from provider or representatives. Establish and maintain rapport with contacts and present a favorable corporate image. Educate customers on coverage, claim submission, and use of self-service offerings.

• Receive and respond to a wide range of provider inquiries received via the telephone.
• Educate providers on coverage, claim submission, and use the self-service offerings available via the Integrated Voice Response (IVR) and Portal.

How do I know this opportunity is right for me? If you:

• Ability to learn and apply Medicare guidelines and computer-based self-service tools.
• Knowledge of or ability to learn and apply insurance and medical terminology.
• Ability to identify customers issues, research, and initiate appropriate action.
• Ability to communicate with confidence and clarity when discussing concerns with customers.
• Ability to navigate through multiple computer applications.
• Ability to ask probing questions to identify issues.

What will I gain from this role?

• Enhanced learning of Medicare guidelines.
• Being part of a successful team. The GHA Contact Center was awarded Best Small Contact Center by the International Customer Management Institute (ICMI).
• Experience working in an environment that serves our Nation’s military, veterans, Guard and Reserves and Medicare beneficiaries
• Continuous performance feedback

Minimum Qualifications

• High School diploma or equivalent

Preferred Qualifications

• 1 or more years recent Medicare or health care insurance experience
• 2 or more years of call center experience
• Coursework in medical terminology or understanding of general medical terminology.
• Coursework in Business Administration, Communications, or related field.

Additional Information

• Start Date: Monday, April 17th, 2023
• Starting Pay: $18.00/hr
• Pay for Performance:
  • Each quarter offers an opportunity to increase hourly rate within 12 months’ time
  • Average increase of top performers: $5.00 per hour above base pay listed above
  • Top Performers can earn over $10.00 per hour above base pay
• Training Schedule: First 4 weeks Monday-Friday 7:30am-4:05pm CST
• Scheduled Shift: Monday-Friday 8:30am-5:05pm CST
• Work from Home: This is a 100% remote opportunity for all approved remote worker states. This is a non-exempt, non-bargaining unit position

Remote and hybrid work options available. To help strengthen communication, provide a sense of community, and improve the overall remote work experience, the assigned office community based on the position’s division is: Omaha, Nebraska

Remote Worker Requirements: For remote position, employee is required to meet remote worker requirements, including a designated workstation, a wired (Ethernet) connection to the network, and a minimum of 10Mbps downstream connection with at least 1Mbps upstream (can be checked at https://speedtest.net)

Next steps

After submitting your application, we will send you an online assessment. We recommend you try and complete it within two business days. You must complete and obtain a passing score on the assessment to be considered for the position.

Benefits

• Remote and hybrid work options available
• Performance bonus and/or merit increase opportunities
• 401(k) with dollar-per-dollar match up to 6% of salary (100% vested immediately)
• Competitive paid time off
• Health, dental insurance, Teladoc starts DAY 1
• Review additional benefits here

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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)