On-Site Service Specialist (OCPS) - FBMC Benefits Management

Are you a friendly, customer-focused professional in Orange County, Florida with a passion for service? This is an In-Office opportunity so if you enjoy working with people making a difference, this position is for you! At FBMC, we provide best in class service and empower our teams to be solutions oriented, proactive, enthusiastic and embrace our values of being honest, respectful, accountable, inclusive, and responsive. If this sounds like the opportunity that you've been looking for, apply today.

Our Story...

FBMC Benefits Management Inc. is a privately held, employee-owned company that provides comprehensive employee benefits management and consulting. Our mission is to Protect our clients by designing and delivering Innovative employee benefits with provable Quality results. For more than 40 years, we have sought to develop an understanding of our clients' and their workforce's needs and provide products that are not only high quality but easy to use and understand. We embrace giving back to our clients and their communities, which is why we donate 1% of our revenue for the year to charitable organizations such as community-based food banks, the American Cancer Society, March of Dimes, Ronald McDonald House, and ElderCare Services.

Candidate must have excellent people skills and be able to work in a customer focused environment. If you enjoy providing high level customer service and helping others, this position is for YOU!

Position Summary:The On-Site Service Specialist is the first level of day-to-day support for member inquiries related to client specific eligibility rules and service requests to ensure the service experience is best-in-industry. The Service Specialist will manage inquiry resolution, involving other team members, entities, or partners, as appropriate for timely response.

Essential Job Duties and Responsibilities:

• Receives incoming calls, emails and written communication from internal teams, members, clients, carriers, internal FBMC functional teams, or other business associates in relation to a specific client's service contracts and processes.
• Applies critical thinking skills to analyze inquiries, identify path to resolution, and execute on plan to resolve situation in accordance with client processes and rules.
• Accurately performs data entry and document management within client, carrier, other business associate, or internal technology platforms.
• May be asked for input on the development of technology solutions for improvement in daily processes they are involved in on behalf of their assigned client or responsibilities.
• Track and report on functions that are involved with client performance standard and guarantee reporting requirements. Report data to Field Office Manager, or Account Manager in accordance with client deliverable timelines.
• Uses interpersonal and communication skills to collaborate with internal teams, carriers, and other business associates, as well as client representatives, and members.
• Writes technical correspondence and develops detailed reports for internal and external distribution or mailing, collects responses, and provides data to Field Office Manager, Account Manager, Client, or other approved entities.
• This position reports to a client location daily, some onsite schedules may vary dependent on client approval. As position is primarily client facing at all times, it is critical that the Service Specialist maintain professionalism in all interactions with all client personnel and vendors. A positive and helpful attitude should be demonstrated in all interactions within the client location.
• As this is an unlicensed position, the Service Specialist will refrain from all activities that require an insurance license in accordance with State regulations. This may include the explanation of benefit components such as deductibles or copayments; the guidance or inducement of an employee to select a specific plan of insurance; or the involvement in enrolling an employee in coverage. This does not exclude the employee from directing employees to client websites or educational materials, the explanation of client processes or eligibility rules, or the data entry of client forms into technology platforms on behalf of employees.

This Job Description should not be construed to imply that these requirements are the exclusive standards of the position. Incumbents will follow any other instructions and perform any other related duties as may be required by the Manager.

Required Skills and Abilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Demonstrated customer service skills with the ability to communicate both verbally and in writing in a
  clear and concise manner
• Experience in working in a fast-paced environment and handling pressure situations with
  professionalism and tack
• Demonstrated critical thinking skills, including attention to detail, analyzing, applying reasonable judgement, and decisiveness
• Strong numerical and data entry skills
• Excellent organization skills - able ability to prioritize work, manage multiple projects, follow-through,
  and meet deadlines
• Excellent interpersonal skills to work independently and collaboratively with team members and others
  of varying backgrounds and skill levels
• Must exhibit a positive attitude and be an example of leadership to others in the area of problem solving, teamwork, interpersonal relationships, and commitment to FBMC's mission, vision, and values

Minimum Educational and Experience Requirements:

• Highschool Diploma/GED
• Associate degree from college or university or three to five (3-5) years of experience in the fields of customer service, employee benefit insurance, claim coding, data or technology systems or medical office.
• Proficiency in Microsoft Office Suite products (notably Outlook, Word, and Excel), web based and Customer Relationship Management (CRM) applications and ability to learn new technology platforms quickly.
• Some client accounts require the ability to speak or write in other languages.

ARE YOU READY TO JOIN OUR TEAM? APPLY TODAY!

FBMC Benefits Management Inc. is an Equal Opportunity Employer. It is the policy of FBMC Benefits Management to comply with all laws regarding employment. We believe that all persons are entitled to equal employment opportunity regardless of race, color, religion, sex, national origin, age, disability, marital status, genetics, veteran status, or sexual orientation. In compliance with the provisions of all federal and state civil rights laws, every effort will be made to employ and promote the most qualified individuals without regard to the above factors. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.