Customer Service Associates

Are you passionate about helping others and delivering exceptional customer service? We're looking for Customer Service Associates who are eager to serve as trusted partners for health insurance members, providers, and other stakeholders.

In this role, you'll be the voice of support and guidance for customers navigating their health insurance benefits and claims. While some situations may be complex, you'll be empowered to make a meaningful impact by providing accurate information, resolving concerns, and creating positive customer experiences.

If you thrive in a fast-paced environment, enjoy problem-solving, and take pride in helping people, we'd love to hear from you.

Work Model:

• Hybrid

What You Will Do:

• Deliver exceptional customer service by handling inbound calls from members, providers, and other stakeholders while striving for first-call resolution
• Respond accurately and professionally to inquiries regarding health insurance benefits, claims, billing, and other plan-related questions
• Research, analyze, and resolve claim-related issues while educating customers on next steps and available solutions
• Build positive relationships through active listening, empathy, and proactive problem-solving to meet customer needs
• Maintain accurate customer records by documenting interactions, updates, resolutions, and follow-up activities in company systems
• Promote self-service tools and resources, helping customers better understand and manage their healthcare benefits and costs
• Meet quality, productivity, and attendance standards while participating in training, team meetings, and continuous learning opportunities

What You Will Need to Be Successful:

• High School Diploma or GED
• Minimum of 1 year of customer-facing experience in areas such as:
  • Customer service
  • Retail
  • Healthcare
  • Caregiving
  • Education/teaching
  • Service-related environments
• Strong ability to build professional relationships through active listening, empathy, and problem-solving
• Basic computer proficiency, including navigating multiple applications and web-based systems
• Excellent verbal and written communication skills with strong attention to detail
• Strong critical thinking and problem-solving abilities
• Ability to handle challenging situations professionally while maintaining composure and confidence
• Effective time-management and multitasking skills
• Ability to collaborate and work successfully within a team environment
• Basic math skills, including addition, subtraction, and multiplication
• Flexibility to learn additional lines of business as needed
• Ability to attend in-office meetings, training sessions, and team events when requested
• Experience using AI tools and technology, including the ability to evaluate and validate information for accuracy and quality (preferred)
• Experience working in a structured environment with schedule adherence and performance metrics (preferred)
• Previous health insurance, healthcare, or related industry experience (preferred)

Benefits Overview:

• Health, dental, and vision insurance
• 401k
• PTO
• Hybrid work environment offering flexibility and collaboration
• Opportunity to make a meaningful impact on customers' healthcare experiences
• Comprehensive training and professional development
• Supportive, team-oriented culture
• Stable Monday-Friday schedule with no weekends

Interested and qualified candidates can contact Anna Miller at (515) 225-7000 or email Anna at amiller@thepalmergroup.com.

#ZR