FMLA Customer Service Specialist

Mission

The FMLA Customer Service Specialist will provide excellent customer service to clients, patients, and requestors. This role requires meeting daily goals and reporting reoccurring issues to the Customer Service Manager for resolution. The specialist should align with HealthMark Group's core values, culture, and overall CRAFT.

Requirements

Candidates must possess strong written and verbal communication skills, along with interpersonal skills to build successful working relationships with requestors, clients, and co-workers. This position demands a detail-oriented individual capable of resolving customer issues promptly. Excellent follow-up and time management skills are essential. As this is a remote position, the candidate must have reliable internet and a quiet background setting.

Key Points: Requestor Support

Ensure HealthMark Group provides excellent customer service by maintaining a client-focused approach.

Daily Roles and Responsibilities

• Assist clients, patients, and requestors with the status of requests for disability and FMLA paperwork.
• Provide detailed information to clients, patients, and requestors.
• Ensure notes are accurate and detailed; all actions require a note in Med-Release.
• Respond promptly to a high volume of customer calls and e-mails regarding Disability and FMLA paperwork.
• Deliver excellent customer service promptly with accurate and concise information.
• Effectively and efficiently communicate with customers through various channels.
• Build strong value-based relationships with customers – a passion for customer interaction is a must!
• Ensure customer satisfaction is a primary goal.
• Follow established procedures, guidelines, and policies.
• Perform data entry and other assigned duties.
• Fax and/or email records securely to requestors.
• Monitor the FMLA email inbox to ensure emails are kept up to date.
• Meet daily performance goals.

Qualifications

• Excellent communication skills, strong analytical, and problem-solving skills.
• 1+ year of call center experience.
• Ability to multi-task, prioritize duties, and strong time management skills.
• Willingness to learn.
• Typing speed of 50 WPM.
• Proficient computer skills with software applications such as Microsoft Office.
• Maintain a positive, empathetic, and professional attitude toward customers always.
• High school diploma or GED required.
• Previous Medical Industry Experience preferred but not required.

Qualities that the candidate for this position should include

• Fast learner
• Self-motivated and able to work independently.
• Ability to adapt to change/flexibility a must.
• Dependable
• Candidate must maintain a high level of business integrity and diligence.
• Passionate about people and able to show patient empathy is a must.
• Quick worker
• Team player
• Positive attitude
• Someone who strives to do more.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Vision insurance
• Work from home

Schedule

• 8-hour shift
• Monday to Friday

Key skills/competency

• Customer Service
• FMLA Knowledge
• Call Center Operations
• Communication (Written & Verbal)
• Problem Solving
• Time Management
• Data Entry
• Microsoft Office Proficiency
• Patient Empathy
• Attention to Detail