This position serves clients and plan participants within the health insurance industry. This position will identify, research, process, resolve and respond to customer inquiries and correspondence via telephone, and written communication. 

Essential Duties and Responsibilities: 

• Identify, research, process, resolve and respond to customer inquiries and correspondence via telephone and written communication. 
• Answer a diverse and high volume of health insurance related customer calls and correspondence on a daily basis. 
• Explain to customers a variety of information concerning the organization’s services, including but not limited to, healthcare benefits, changes in coverage, eligibility, healthcare claims, provider networks, etc.
• Consult and coordinate with various internal departments, plans, and providers to obtain information and ensure the resolution of customer inquiries. 
• Document and record facts in regard to inquiries and correspondence by updating WLT memos and call tracking system. 
• Other duties include filing, auditing HRA/FSA transactions, issuing notices to plan participants regarding HRA/FSA plans, and assisting the claims department. 
• Demonstrate and maintain current working knowledge of the required WLT system. 
• This position may require a part-time or full-time work schedule. Full-time is defined as working at least 30 hours or more per week (not to exceed 40). 
• Perform other duties as assigned. 

• Minimum 2 years’ experience in health insurance, call center, medical office, or other healthcare related field. 
• High School Diploma or GED in general field of study
• Intermediate to Advanced skill in use of office equipment, including copiers, fax machines, scanner and telephones.
• Proficiency in MS Office (Word, Excel, Outlook)
• Type 50-65 words per minute with 5% error rate or less
• Maintain confidentiality and privacy in accordance with HIPAA
• Practice interpersonal and active listening skills to achieve high customer satisfaction.
• Compose a variety of business correspondence.
• Capable of investigative and analytical research.
• Navigate, gather, input and maintain data records in system applications.
• Follow and accept instruction and direction
• Establish and maintain working relationships in a collaborative team environment. 

Job Specifications 

• Knowledge, skills and abilities required for competent performance in the job: 
• Computer literate. Strong skills in MS Word and Excel, which includes the ability to learn new and complex computer system applications, if necessary;
• Excellent reading comprehension and organizational skills 
• Excellent analytical, problem solving and decision-making skills and ability to deal professionally with people in stressful situations.
• Ability to maintain confidentiality.
• Team player and self-motivated.
• 10-key by touch. 
• Applicable knowledge of Affordable Care Act. 

About OneVeracity

OneVeracity partners with brokers to help self-funded employers reduce medical and pharmacy costs without compromising care. It delivers Health Plan Solutions, VeracityRx, Care Solutions, and Onsite Health Centers in one integrated model that gives employers a clearer, more coordinated way to manage healthcare spend. The approach is grounded in three guiding principles: enhance care, reduce costs, and make it easy. Founded in 2019 and headquartered in Kennesaw, Georgia, OneVeracity is a privately held company that serves self-funded employers across industries including manufacturing, government, and professional services. Learn more at www.OneVeracity.com.