Health & Benefits - Customer Service Representative / Call Center Agent (Remote) (General Consideration)

Join Us!
Take the next step in your journey at Inspira Financial. You will help businesses and individuals thrive today, tomorrow, and into retirement. Become part of a company that is people centric and client obsessed in every interaction; a community of forward-thinking individuals focused on driving results to deliver our mission with an unwavering commitment to integrity. Join us as we strengthen and simplify the health and wealth journey -- relentlessly pursuing better outcomes for all.
We want to ensure clarity regarding application requirements for internal employees. Please note that the residency requirements listed, encompassing states AL, AZ, FL, GA, IA, IL, IN, MI, MN, MO, NC, NE, PA, SC, TN, TX, UT, VA, and WV, are applicable to external candidates.
Job Summary & Responsibilities
This position is responsible for partnering closely with accountholders calling our contact center to provide valuable support , education, and direction on products like Flexible Spending Accounts (FSA), Heathcare Savings Accounts (HSA), COBRA, and others .
The H&B Support Specialist will report to the H&B Suppor t Supervisor in the ACES (Accountholder and Client Experience Support) Organization . This role is responsible for supporting our customers' journey through the healthcare reimbursement system. This position is challenging, fast paced, and rewarding while delivering one superior quality experience at a time.

• You will be accountable for helping accountholders understand how their healthcare reimbursement accounts work. When someone calls in with questions, you will provide friendly and helpful service, making sure the caller feels supported. You will be explain ing how the benefits and policies work, so accountholders know how to get the most out of their individual plans.

• You will be responsible for ensuring all work is compliant with all internal quality assurance standards and technical policies and programs.

• You will be committed to providing the highest level of service to each caller, treating them with empathy, understanding, and respect .

• Consult with accountholders to support easy navigation of the available online tools and apps , f or actions like checking an account balance and submitting claims.

• Accountable for resolving issues without management intervention to remove barriers for the member .

• You will receive additional call type skills after initial training and may be cross trained to other channels (like chat, email or text) on a later date according to business need.

• Accountable to protect sensitive member information with discretion and adhere to all compliance rules and regulations.

• Responsible for all levels of member engagement, while prioritizing effectively to meet member service goals / deadlines.

• Other duties as assigned.

If offered the position, equipment will be provided. Equipment that will be provided are: docking station (x1), headset (x1), keyboard (x1), laptop (x1), monitor (x2), and mouse (x1).
This position requires a quiet, distraction-free work environment without any conflicting responsibilities during the scheduled shift.
Internet speed requirements:

• Upload Speed: >20 Mbps
• Download Speed: >100 Mbps
• Must be able to hardwire ethernet cable to internet modem/router.

Training Class/Start Date: Monday, March 23, 2025 (subject to change due to business needs)

• Attendance is mandatory during the training period of this position (training is paid, PTO accrues while in the training period; however, PTO cannot be taken during the training period of this position).
• Training is six weeks. There is a product exam at the end of training. A passing score of 85% is required to continue to hold this position.

Training Schedule/Shift: 7 a.m. CT to 3:30 p.m. CT (subject to change due to business needs)
Regular Schedule/Shift:

• Your regular hours are Monday through Friday, 12:30 p.m. - 9:00 p.m. CT .
• You will have one weekday (for example, Wednesday), with Mondays excluded.
• You will also work Saturdays, 10:30 a.m. - 7:00 p.m. CT .
• Hours may change if business needs require it, and you'll be notified in advance.

Preferred Qualifications
Education & Experience:

• 2+ years of experience i n customer service

• 2+ years of call center experience

• No degree required

Skills & Abilities:

• Computer knowledge and skills, comfortable learning new systems

• Able to learn and retain information while using a digital workflow to navigate the interaction and tools

• Able to connect with accountholders on a human level and assist them as needed

• Basic understanding of medical / reimbursement terminology preferred

• Can work in a fast-paced environment , taking up to 50 call s per day

• Ability to de-escalate and handle member issues without utilizing a supervisor

• Excellent o ral and written communication skills

• Able to work hours of 10:30 a.m. CT to 7 p.m. CT

• Problem solving skills

• Attention to detail and accuracy

Other Requirements:

• Prolonged periods of sitting at a desk and working on a computer

• Occasionally lift items up to 25 pounds

• Ability to work overtime

Compensation & Benefits
$18.50/hr (non-negotiable)