JOB DESCRIPTION

Provide quality and expedient customer service regarding Benefits programs for employees, retirees and covered dependents. Represents the voice of UTMB Benefits. Creates a nurturing, competent and confident voice atmosphere for all callers to the Benefits & Business Service Centers. Is skillful in determining the callers need while maintaining a seamless atmosphere for the caller regardless of the need to navigate through multiple functions, and UTMB departments.

 

*This is a temporary position. The position will be fully onsite (Galveston, Tx), throughout the training period, then hybrid. 

 

ESSENTIAL JOB FUNCTIONS

Provides high level customer service skills for 24/7, 365 days a year Call Center. Answers high volume of calls while multi-tasking with available resources to open/closing customer relationship management cases and assist callers with their specific needs. Promotes positive and professional communication. Provides a professional and empathetic voice to the callers to nurture their needs. Analyzes caller concerns and determines best course of action to resolve and address their concern. Efficiently communicates callers request and determines the best solution. Escalates employee concerns and issues-utilizing defined processes. Listens to and re-emphasizes caller concerns, ensuring accurate triages and effective communications. Utilizes several media applications in unison to resolve caller concerns and understands the purpose and proper use of each system. Assists with Tuition Application and Reimbursement processes. Any other duties as assigned. Enforces UTMB regulations and guidelines when utilizing the systems. Is knowledgeable of the entire institution, contact information, and guidelines. Understands the benefits administration procedures and educates the caller. Utilizes critical thinking to determine call priority. Enhances customer confidence by expediting callers concerns to appropriate individuals.

Marginal or Periodic Functions:

·         Adheres to internal controls and reporting structure.

·         Performs related duties as required.

 

KNOWLEDGE/SKILLS/ABILITIES

Active listening skills – individual must be able to give full attention to customers, asking appropriate questions and taking time to understand their needs.

Service oriented – individual is expected to be proactive in looking for ways to help customers. 

Critical thinking

Problem solving

Time Management

EDUCATION & EXPERIENCE

Minimum Qualifications:

·         Associate's degree in Human Resources or related field, plus 1 year of experience. 

 

WORKING ENVIRONMENT/EQUIPMENT

Standard office and patient care environment

Compensation Hiring Range: $18.00