Job Description:
Customer Support Specialist is responsible for insurance verification support. As a Customer Support Specialist, you will be primarily responsible for reviewing processed verifications and results in the system, as well as handling new manual verifications, ensuring they are completed within the business-defined SLA. Completing manual verifications will require making outbound calls to United States insurance companies to confirm and verify policy details and coverage information. This role ensures that the insurance information verified with the carrier and recorded in the system is accurate and up to date, allowing our customers to determine whether the policy continues to meet all coverage eligibility requirements. The Customer Support Specialist must ensure that the completed verification results are 100% accurate.
Key Responsibilities:
- Contacting Insurance Companies: Proactively initiate outbound calls to insurance companies or utilize online portals to verify policy information and coverage details within the defined SLA.
- Insurance Data Verification: Confirm and verify insured' insurance policy details, including policy status, effective dates, coverages, liability limits, deductibles, lienholder details, exclusions, and other essential information for insureds.
- Policy Review: Ensure the insured’s insurance plan is active, covers the specific vehicle and/ property and including the required coverages.
- Data Entry: Accurately input and update verified insurance information into the company’s business application or database, ensuring correct data is maintained, maintaining data integrity and so customer experience is not impacted.
- Documentation: Maintain thorough documentation of all communication with insurance providers, including policy details, effective dates, phone number called, payment terms, payment due date, deviations from the dec page and any special terms. Document all interactions with insurance providers and ensure that policy verification details are correctly logged for future reference.
- Completed Verification Review: Be responsible for reviewing at least 10-15 processed verifications to ensure that the final adequacy results are accurate and meets the business defined criteria.
- Resolving Discrepancies: Identify and resolve any discrepancies or inconsistencies between the insurance information provided by the insured and what is confirmed with the insurance company. In case, corrections are required, support representative needs to log tickets to get the application details updated through the development team.
- Ad Hoc/Monthly Monitoring: All completed verifications must be monitored on a weekly or monthly basis, as required, with a focus on ensuring that each verification is completed by their due dates.
- Documents: Request for supporting documents from the insurance company and upload the documents in the company’s business application or database.
- Communication with Internal Teams: Liaise with product team, engineering team to address any issues, share defects in the current process and for product enhancements.
- Communication and Follow-Up: Occasionally communicate with the customer/consumer to inform them of their pending insurance verification status(es) or request additional information if needed to complete the verification process.
- Compliance and Documentation: Ensure that all insurance verification activities adhere to industry regulations and company policies regarding data handling and privacy.
Skills and Qualifications:
- Attention to Detail: Ability to carefully verify insurance details and ensure accurate data entry in business systems.
- Communication Skills: Strong verbal communication skills for speaking with insurance representatives and internal teams.
- Data Entry Skills: Proficiency in accurately inputting information into business applications with speed and precision.
- Problem-Solving: Ability to troubleshoot and resolve issues related to discrepancies in insurance details.
- Time Management: Efficiently manage time and prioritize tasks to meet deadlines for verification and data entry.
- Intellectual Curiosity: Ready and willing to dive into areas of unknown and develop level of product knowledge and understanding.
- Experience with Insurance: Basic understanding of auto and property insurance policies, coverage types, and benefits is preferred.
- Organizational Skills: Ability to manage multiple verification tasks and weekly/monthly follow up as needed.
Education and Experience:
- High school diploma or equivalent. Bachelor’s degree preferred.
- 1-2 years of experience in a US based customer service (preferably in a call center or similar environment), support, or insurance verification role is an advantage.
- Experience in healthcare administration, billing, or insurance verification preferred.
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This role plays a vital part in ensuring the accuracy of insurance records and providing accurate coverage details and minimizing financial risks to both customer and the insured.