ThrivePass
ThrivePass' purpose is to partner with organizations to create personalized and meaningful employee experiences. We value our employees, their contributions and strongly believe in employee development. Everything we do is tied to our CARE values, being: Courageous, Authentic, Resourceful, and Excellent. Performance at ThrivePass is measured by embodiment of our CARE values and the accomplishment of quarterly Big 3 goals.
We empower our clients, and their employees, to thrive through the personalization of employee benefits and data-driven insights.
Role
The Engagement Specialist is an integral part of our customer support team, working directly with our members. This role ensures the highest level of customer satisfaction through timely, empathetic communication and delivery of accurate solutions.
- Consistently hit quarterly Big 3 goals while embodying our CARE values.
- Deliver stellar customer service to all COBRA members as they are in their COBRA election period or enrolled in COBRA
- Interact directly with COBRA members through our ticketing solution and phone system to answer all inquiries
- Consistently meet and exceed service level agreements (SLAs) for all phone, email support and file processing
- Process qualifying event notices, election forms, coverage changes and termination letters in a timely and effective manner
- Identify issues or inefficiencies and follow escalation path for resolution
- Responsible for timely and effective member support, problem resolution and pro-active follow-up
- As necessary, back up our India Operations team in processing qualifying event notices, election forms, coverage changes and termination letters
- 1-2 years’ experience in customer service, phone support or similar field
- Familiar with standard insurance concepts, practices, and procedures such as medical, FSA, HSA and COBRA as well as HIPAA
- Demonstrated understanding of how to deliver high-quality customer service
- Working knowledge of Microsoft Word and Excel
- Ability to understand how to utilize technology and phone systems
- Ability to identify and provide solutions for client needs
- Quick learner and detailed oriented
- Strong communication skills, complemented by both excellent verbal and written communication
- Customer-centric with a strong desire to help people; highly empathetic
- Positive attitude
- Takes initiative to uncover/develop solutions prior to escalating issues
- Ability to take on new projects and easily transition between tasks
- Team player who is receptive to coaching and adaptive to change
- Desire to excel and grow each day
- Ability to work in a remote environment
- Health, Dental, and Vision Insurance
- Life and AD&D Insurance
- Short-and long-term disability insurance
- Maternity and Paternity Leave
- 401K with employer match
- 5-and 10-year sabbatical program
- Employee Assistance Program (EAP)
- Voluntary Benefits
- Monthly Employer Contributions to Employee ThrivePass Account
- Annual Learning and Development Funds
- Generous Paid Time Off (PTO) Policy
