Customer Service Representative

Point C, a National third-party administrator (TPA) specializing in customized self-funded benefit programs, is seeking a customer-focused and detail-oriented Customer Service Representative to support participants and clients with Flex Benefit plans (FSA, HSA, HRA, DCA).

The ideal candidate will serve as a key point of contact, delivering timely and accurate service via phone and email while ensuring compliance with internal policies and HIPAA guidelines. This role requires an effective communicator with a strong understanding of healthcare benefits and a commitment to providing an exceptional customer experience.

Primary Responsibilities:

• Provide support to participants and clients regarding eligibility, benefits, claims, and general plan inquiries
• Respond to inbound calls and emails with professionalism, empathy, and clarity
• Document all customer interactions accurately in the call tracking system
• Navigate and utilize multiple systems and tools to assist customers
• Translate internal processes into clear, understandable information
• Maintain confidentiality in accordance with HIPAA standards
• Contribute to a positive, team-oriented environment

Qualifications:

• A high school diploma or equivalent is required
• 1-2 years of customer service experience, preferably within benefits administration, healthcare, insurance, or a related field
• Experience with consumer-directed benefits (FSA, HRA, HSA, DCA) strongly preferred
• Strong written and verbal communication skills with the ability to communicate complex benefit information clearly and effectively
• Experience with Alegeus (Wealthcare), Eldorado, or similar benefit administration platform preferred
• Familiarity with CSIpack preferred (training provided)
• Experience working in a CRM or Ticketing platform such as Zendesk
• Proficient in Microsoft Office (Outlook, Excel) and Adobe Reader
• Demonstrate the ability to exercise accountability, teamwork, trust, innovation, and a commitment to delivering value in interactions with members, clients, and coworkers
• Ability to educate members on available self-service options, including the member portal, when applicable
• Ability to manage multiple priorities while maintaining accuracy, professionalism, and service-level expectations
• Strong attention to detail and organizational skills
• Ability to multitask in a fast-paced, remote environment