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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service skills with a focus on problem-solving, effective communication, and compliance with HIPAA and data protection standards. Proficient in using CRM systems and Microsoft Office to manage customer inquiries and maintain accurate documentation.
Highest-signal resume keywords
Customer Service ExperienceProblem-Solving AbilitiesData Entry SkillsCRM ProficiencyHIPAA Compliance
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data EntryMicrosoft OfficeCRM SoftwareTelephony SystemsWeb-Based SoftwareCustomer Inquiry ResolutionInsurance Operations KnowledgeCall Center ExperienceFast-Paced MultitaskingDocumentation Skills
Soft Skills
Verbal CommunicationWritten CommunicationDecision-MakingDe-Escalation SkillsCollaboration
Tools & Technologies
Internal SystemsBusiness SystemsTelephony SystemsWeb-Based Software
Industry Keywords
HIPAAPHICustomer Care StandardsInformation SecurityPrivacy Compliance
About the role
Key responsibilities & impact- Handle customer and internal inquiries primarily by phone
- Research and resolve issues and respond accurately to applicants, policyholders, agents, and medical providers
- Use internal systems, web-based software, CRM, and telephony systems to research and resolve inquiries
- Document and maintain customer and business information through accurate data entry
- Apply product knowledge, company policies, procedures, and resources to address customer needs
- Identify requests requiring escalation, route them appropriately, and complete follow-up
- Maintain knowledge of company policies, products, and processes
- Manage challenging customer interactions, de-escalate concerns, and escalate when necessary
- Maintain concise, factual documentation of customer interactions and actions taken
- Protect confidential customer information and comply with HIPAA, PHI, and company requirements
- Meet Customer Care quality standards and performance expectations
- Collaborate with teams to support positive customer experiences and business objectives
Requirements
What you’ll need- High School Diploma or equivalent
- Proficiency in using computer systems and software
- 3–5 years of customer service experience
- Excellent verbal and written communication skills
- Strong problem-solving and decision-making abilities
- Ability to multitask in a fast-paced environment
- Strong computer skills, accurate data entry, business systems, Microsoft Office, and basic spreadsheet functions
- Reliable, high-speed internet connection
- Secure access to company systems and compliance with information security, privacy, and data protection requirements
- Confidential, quiet, secure, professional workspace
- Background check required
- Previous customer service experience is a plus
- Call center experience preferred
- Previous insurance operations, customer service, or insurance agency/call center experience preferred
Benefits
Comp & perks- Comprehensive benefits package including PTO, medical, dental, vision, retirement savings, disability insurance, and life insurance
- Company-provided computer, headset, required software, and systems
- Remote work arrangement
- Reasonable accommodations throughout the application and employment process