Engagement Center Representative at Encova Insurance in Charleston, WV

Summary: Encova Insurance is seeking an Engagement Center Representative to provide information to customers regarding claims, medical billing, or policy-related questions. The role involves interacting with customers via telephone, email, or chat, and requires excellent customer service skills and the ability to analyze information effectively. Responsibilities: - Provides general or specific information to customers regarding claims, medical billing or policy related questions via telephone, email or chat interactions - Analyzes information received from the customer, triages facts to determine what is being requested, and determines what action is to be taken - Interact with other associates across the organization to answer questions, provide support or assist in problem resolution for customers and agents - Creates certificates of insurance for policyholders - Enters or updates specific claim, policy and/or customer data into computer system - Researches medical bill coding issues or pharmacy related issues - Provide support to customers and agents while using the Encova Edge Portal - Take payments from customers or assists customers with online payment portal - Other functions as needed Required Qualifications: - Ability to provide excellent customer service to both external and internal customers - Ability to work as a team member and perform based on established standards and expectations - Ability to multi-task - Must be detail-oriented - Excellent written and oral communication skills - Experience with Microsoft Products - Utilize critical thinking skills - Ability to work proficiently in multiple systems - Ability to consistently exercise sound judgment - Ability to effectively analyze and apply information - High school diploma or equivalent required Preferred Qualifications: - One year of previous full-time experience in customer service preferred - Insurance experience within multi-line industry preferred Required Skills: Microsoft Products, Medical Bill Coding, Insurance - Workers' Compensation, Insurance - Commercial Lines, Insurance - Personal Lines, Data Entry, Payment Processing, Online Payment Portals Benefits: Health, Dental & Vision Insurance, Company-provided life and income protection plans, Eligibility to participate in a company incentive bonus program, 401(k) Retirement Plan - 100% company match up to 7% on annual salary, Paid Time Off, Paid Holidays, and Floating Holidays, Flexible Work Arrangements - Hybrid and remote depending on the role