Qualified candidates, please submit your current resume with a cover letter for consideration. Submissions will be reviewed; only candidates most closely matching the requirements of the position will be contacted.

Qualifications

• Minimum high school diploma or equivalent.
• Minimum of 2 years of experience in customer service in a high call volume/call center environment. Benefit plan administration and/ or previous health plan experience preferred.
• Possesses clear, effective, and strong oral and written communication skills, explaining complex issues and confirming understanding.
• Exhibits pleasant and professional telephone etiquette and phone voice.
• Demonstrates excellent attendance and punctuality with the ability to work overtime as needed.
• Able to handle fast-paced work and meet deadlines.
• Able to handle a high volume of calls and meet required production and quality standards.
• Self-motivated and well-organized in managing time and materials, with strong attention to detail and accuracy.
• Ability to communicate effectively both verbally and in writing.
• Ability to perform basic math calculations with speed and accuracy.
• Quick learner with the ability to retain and communicate learned concepts.
• Demonstrates good interpersonal skills, interacting effectively with co-workers and Participants.
• A flexible team player with a positive, cooperative, and helpful attitude, adhering to organizational values.
• Maintain confidentiality, follow the Federal Privacy Laws and departmental guidelines.
• Intermediate PC skills, including Windows; MS Word, MS Excel, PowerPoint, and a familiarity with CRM systems. Strong technical skills and capabilities.
• Accurate typing skills of 45 words per minute and preferred 10-key skills by touch.
• Ability to accept direction and developmental guidance from supervisor.
• Be available, accessible, and accountable to receive notifications related to unique scheduling needs (e.g., unexpected volume spikes, disaster recovery, etc.)
• Ability to complete all required training in classroom or in a virtual environment inclusive of required knowledge checks as determined by the organization.

Responsibilities

• Handle a high-volume of incoming Participant calls and inquiries in a professional and courteous manner, covering topics related to benefits, eligibility, claims, pension, premiums payments, legal documentation, account numbers, addresses, beneficiary designation, Coordination of Benefits records, Life Insurance, COBRA, etc.
• Maintain accurate and detailed records of Participant interactions in our Customer Relationship Management System (CRM).
• Provide exceptional customer service, promptly and effectively addressing participant concerns and resolving issues with empathy and care.
• Demonstrate understanding of MPI policies, processes, and plan knowledge to assist callers with their inquiries.
• Meet established call center performance metrics as an individual to assist the department in reaching departmental goals and company objectives of high quality calls providing customer satisfaction, first-call resolutions, and short wait times.
• Attend, retain, and communicate classroom or virtual training concepts as dictated by needs of the business
• Ensure consistent and punctual attendance as required by the role and maintain a reliable presence in the workplace.
• Other duties, projects, etc., as assigned.

MPI requires contractors to be vaccinated against Covid-19 with exceptions as required by law.