Health Insurance Customer Service Representative

POSITION SUMMARY 
This position is responsible for providing excellent customer service to clients and potential 
clients on the phone, in the office, and at locations outside of the office.  
PRIMARY RESPONSIBILITIES 
1. Meet with clients and new business prospects to gather information, review client needs, 
answer questions and propose solutions. 
2. Provide exceptional ongoing support to clients via telephone, mail and email throughout 
the year to address customer service issues and claim discrepancies to ensure satisfactory 
client outcomes and client retention. 
3. Interact with insurance company customer service lines and provider office personnel, 
advocating on behalf of the clients. 
4. Create and maintain agency tracking spreadsheets, client spreadsheets and CRM. 
5. Expeditious and timely processing of applications and associated documentation for new 
and renewing clients using a variety of methods (ie fax, scan, data input, phone).   
6. Assemble and distribute marketing and sales materials to external customers and for 
Medicare seminars. 
7. Conduct outbound client contact via mail and telephone to provide support and ensure 
retention of client business.  
8. Provide ongoing support to our independent agent force by answering questions, 
providing education, offering resources, and propose solutions to help them be 
successful.  
9. Provide ongoing support for seminars, agents, and other office personnel. 
10. Assist in maintaining office machines such as computers, scanners and copy/fax 
machines.  
11. Ability and willingness to engage in community/networking opportunities outside of 
normal business hours. 
12. Promote teamwork by sharing experiences, assisting others when help is needed, and 
maintaining a positive and professional attitude. 
13. Willing and able to work additional hours as needed during the Open Enrollment Period 
(Oct – Dec each year). 
14. During Open Enrollment, physical demands will increase (to include walking and lifting). 
15. Other duties as assigned.  
ESSENTIAL DUTIES  
1. Maintain excellent customer relations in person and on the phone.  
2. Develop and maintain excellent professional relationships with insurance company 
representatives and clients to facilitate retention of business.

3. Basic computer hardware and software troubleshooting. 
EDUCATION AND EXPERIENCE 
 Minimum of 2 years of customer service, medical back office, or medical billing and 
coding experience required.  
KNOWLEDGE AND SKILLS 
 Ability to read, analyze, and interpret a variety of data and statistical variables. Must be 
able to respond logically to a variety of abstract and concrete variables. 
 Ability to utilize mathematical skills such as probability, statistical inference, and ability 
to apply concepts such as fractions, percentages, ratios, and proportions to practical work 
situations. 
 Ability to effectively present in English to individuals or groups of people at all levels of 
education and understanding as well as in community forums using professional business 
demeanor, language, and communication. 
 Strong ability to problem solve, make independent decisions with minimal oversight, set 
and meet deadlines, communicate, negotiate, work under pressure, organize, prioritize, 
manage multiple tasks, and operate in a fast-paced environment with extreme attention to 
detail.  
 Demonstrated proficiency in desktop application software with intermediate to advanced 
skills in Microsoft Office Suite. 
 Basic computer troubleshooting ability. 
 Excellent research and problem-solving skills.  
 Legible printing skills.  
 The ability to effectively study, take, and pass the appropriate license exams and 
recertifications on an annual basis to maintain appropriate licensure and carrier 
appointments. 

CERTIFICATES, LICENSES, REGISTRATIONS 
 Valid Disability (Health) and Certified Exchange Producer license or the ability to 
acquire within 2-3 months of hire* required (*Training will be provided).  
 Valid Life Insurance license is highly desirable.  
 Valid Montana Driver’s License with acceptable driving record. 
 Proof of auto liability insurance in compliance with Montana State laws.