Customer Service Representative (Guam)

Life & Health / Customer Service Department

 

As of August 30, 2024

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Nature of Work

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Under the direct supervision of the Customer Service Manager, the Customer Service Representative is responsible for ensuring member and provider satisfaction in a timely and organized manner. Services may be rendered in person or over the phone. 

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Essential Duties and Responsibilities

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• Maintains updated knowledge on schedule of benefits for member groups

• Greets members in person and by phone

• Assists members with understanding and completing necessary forms

• Responds to customer inquiries regarding insurance coverage, explains the schedule of benefits

• Records customer interactions on the call tracking system

• Responds to provider inquiries regarding eligibility and status of claims

• Collaborates with other department to resolve member/provider discrepancies

• Coordinates off-island appointments

• Reports daily activities to manager

• Performs other related duties as assigned

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Position Requirements

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• High school diploma or GED equivalent

• Minimum 1 year in customer service or related experience

 

Core Competencies​

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• Excellent verbal and written communication skills

• Excellent telephone etiquette skills

• Intermediate proficiency with Microsoft Office applications

• Efficient operations of basic office equipment (computer, phone, fax, copier)

• Ability to multitask effectively

• Organized and motivated with a positive attitude

• Embrace challenges and resolve issues professionally

• Dependable, adaptable and collaborative team player

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