Business Associate - Customer Service

The Business Associate (Customer Service) will be the primary point of contact to ensure quality customer service to members, providers, and third party administrators and that they receive accurate benefit verification and claim status information. Also, complete proper steps to enroll a member into their groups available benefits. 

ESSENTIAL FUNCTIONS:

Customer Service:

• Handle customer contacts providing exceptional customer service in a professional, courteous, and timely manner according to department standards.
• Assist customers with questions regarding eligibility, benefits, and claim status and provide accurate information.
• Safeguard all customer and confidential information in compliance with HIPAA and Company guidelines.
• Properly document all customer contacts to maintain a recorded history and assign tasks as needed through Workbench.
• Effective communication and collaboration with other staff members to maintain or enhance a positive customer service experience and work environment. 

• Timely management and processing of tasks/inquiries received in US Benefits inboxes.
• Timely review and verify Multiple Group Resolution (MGR) tasks to place members in correct group.

Enrollment Process & Other Tasks:

• Mail claim forms, stop payment forms, EOBs plan documents via USPS (or fax with approval from management).
• Handle inquiries about faxed documents/information and confirm receipt and properly create Workbench tasks as needed.
• Educate members on the value of the web portal, its content and how to navigate the web portal.
• Complete proper steps to enroll a member into their group’s available benefits. 
• Be available for special trainings that may include time outside of the regular business week and hours.

KEY REQUIREMETS:

• High School Diploma or equivalent, bachelor’s degree preferred
• 2 - 3 years of customer service experience
• Life, Health and Accident License preferred

KNOWLEDGE, SKILLS & ABILITIES:

• Must be a self-starter and able to work independently completing each essential duty satisfactorily.
• Superior organizational skills, time management and the ability to multitask are essential.
• Must possess strong analytical skills and have excellent written & oral communication skills.
• Knowledge of MS Office applications. 
• Working knowledge of ICD9, ICD-10, CPT codes, medical terminology and HIPAA guidelines is a plus. 

Pan-American Life Insurance Group Offers:

• Comprehensive Compensation Packages (base & bonus)
• Comprehensive Benefits Package: Medical, Dental, 401K, Paid Time Off, and Tuition Reimbursement, etc. are some examples. New hires are eligible for medical and dental coverage on the first of the month following 30 days of service.  

Who We Are:

Pan-American Life Insurance Group (PALIG) serves the life, accident, and health insurance needs of individuals and businesses in 49 U.S. states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands through its U.S. based member companies - Pan-American Life Insurance Company and Pan-American Assurance Company.

At Pan-American Life, our employees are our greatest asset. We are grateful for the collaborative efforts of our employees and partners, and for the confidence of the policyholders whose life and health we protect. It is through this long-standing commitment that Pan-American Life continues to succeed.

Pan-American Life is an Equal Opportunity Employer/Drug Free Workplace.