Customer Service Associate

Pay: $16.25/hour 

Position Overview: 

Reporting to the Manager, Auditor, the Staff, Auditor is responsible serving BMI clients by overseeing the daily functionality of dependent eligibility audits by organizing, handling, and processing incoming and outbound documentation.  This position will work closely with rest of the Client Delivery Team – ensuring that everything we do is for the betterment of our clients.  Utilizing proprietary software, this position involves reviewing plan eligibility documentation against actual supporting documentation provide by enrollees identify ineligible dependents.  

Duties and Responsibilities:  

• Receive inbound calls including voicemail from employees who are in active or inactive audits to ensure their questions are fully answered while monitoring, tracking the call and maintaining accurate audit notes in our proprietary software Audit IQ.   

• Process incoming audit documents based on client specific requirements while meeting BMI performance guarantee requirements. 

• Audit the active audits for accuracy based on BMI’s performance guarantees. 

• Process faxes, returned mail, incoming documents based on client specific requirements.   

• Prepare, print, and mail incomplete letters and postcards based on client specific requirements.  

• Open and scan incoming audit documents along with managing the organization of the audit document file room. 

• Support, train, and mentor colleagues. 

• Work cross-functionally with all Client Delivery team members to assure service provided directly supports the account plan for the client and are delivered in the form that meets the client’s needs within the agreed upon scope of work 

• Achieve a majority of weekly commitments and assigned Individual and Team goals during applicable performance periods. 

• Participate in BMI’s culture of transformation in the spirit of enhancing scalability, process improvement, generation of new ideas on existing service offerings, or making key insights using available data. 

• Performs other duties as assigned. 

Requirements: 

• Preferably 1 year of customer service experience, preferably healthcare or claim experience.  

• Proven excellence in the support and service to complex customers. 

• Superior problem-solving ability, preferably within a customer environment. 

• Strong analytical and critical thinking ability.  

• Proficiency with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.) and Web Conferencing.