Member Care Representative

Ansel is shaking up the group insurance world and we’re building the team to fuel our growth and national expansion. Our simple, innovative supplemental health insurance plan finally gives employers a solution that completes the health plan strategy. Ansel is the game-changing product the market has been waiting for, and one that is no longer an afterthought for brokers and employers. Our members are equipped with an affordable supplemental insurance plan designed to help them when they need it the most - preventing health hardships from becoming financial burdens.

In the Member Care Representative role, you will create an exceptional, personalized customer experience while contributing to individual and team performance expectations. On the Member Services team, you will be a major part of the Ansel growth story, helping us continue to develop and enhance our customer success strategy.

Responsibilities

You will join the Member Services team where members are supported in a virtual environment. As the face of Ansel to our members, you will be responsible for providing an outstanding, personalized customer experience. Ansel’s member services strategy is unique in the industry as we provide our members with proactive, empathetic support.

Support our members

• Handle inbound phone calls & online inquiries from Ansel members in your own voice. We don’t use scripts. You’ll be responsible for helping members with:
• Enrollment
• Plan education and how to use their coverage when they need it.
• Submitting a claim
• Obtaining documentation they’ll need for their claim
• Understanding processed claims and explanations of benefits
• Technical support on our enrollment platform, member portal, and mobile app
• Be empathic & develop relationships. You will be the member’s dedicated contact to reach out to when they need us.
• Provide support to members submitting claims and follow up with them every step of the way.
• You are the expert - be proactive and answer questions members may not realize they have.
• Reduce callbacks by creating a simple, hassle-free interaction for the caller, resolving their issues the first time they talk to us.
• Reach out to members as soon as their claim has been processed - approved or denied, we will be there to explain the decision and next steps
• Make outbound calls to new members and those who have not yet used their coverage to welcome them and offer to review how their plan works
• Field inbound calls from other external stakeholders connecting them to the appropriate internal department

Help build our team

• Report to Director of Customer Success to document changes to processes as we grow
• Collaborate with the claims team
• Participate in technical and customer service skills training to stay aware of current and best practices
• Diagnose customer technical issues, provide solutions, and use a structured thought process to achieve results while balancing customers’ needs within company guidelines
• Perform quality assurance reviews on self and peers always working to improve and identify opportunities for improvement
• Provide process and performance improvement recommendations
• Develop and manage strong internal working relationships

Qualifications

• Bachelor’s Degree, preferred, but not required
• 3+ years experience as a Member Care Representative with an Insurance Carrier or other related industry experience
• Strong understanding of insurance and customer service concepts.
• Life/Health Insurance license
• Empathetic critical thinking
• Excellent written and verbal communication/presentation skills.
• Proficient in GSuite - Gmail, Sheets, Docs, Slack, and Salesforce.
• Mastery of call center skills.
• Strong verbal and interpersonal skills to communicate technical insurance information.
• Comfort with feedback - receiving it and providing it.
• Analytical skills to analyze billing information.
• Strong multi-tasking and computer navigational skills.
• Talent for building and maintaining relationships, and navigating complex and sensitive situations with zero judgment and grace.
• Strong collaboration skills to jump in and assist with other department projects during this time of growth.
• Ability to independently manage one’s own workload to meet the demands of the business
• Bi-lingual (English & Spanish) is a plus!

Location

US Based, remote.

Hours

Candidates must be available either 9am-6pm ET, 8am-5pm CT, or 8am-5pm PT.

These hours are subject to change per business needs.

Working at Ansel: We’re a mission-driven, hard-working team, who are helpful, humble, and have high standards. We’ve been senior leaders at some of the world’s most successful insurance companies, including AXA, Guardian, Prudential, and The Hartford. We’ve built technology companies that have been acquired by 2U, CA Technologies, and Sun Life.

Benefits and Perks:

• Medical/Dental/Vision insurance
• 401k with company contribution
• Employer-paid supplemental insurance (Ansel product!)
• Fully-remote company
• Professional Development stipend
• Cellphone/Wifi Stipend

U.S. Equal Employment Opportunity Clause:

Ansel values diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based upon merit and do not discriminate based on race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.