US Remote
Job Description
Vimly is looking for an eager Customer Success Coordinator to join our team. The Customer Success Coordinator is responsible for ensuring delivery of excellent customer service through fast and accurate processing of enrollment, eligibility, billing, communication (phone, email, fax), process reimbursement requests, reconciliations, and coordinating with other departments to resolve inquires.
This role is responsible for building and maintaining business relationships with participants, employers, Partners and Trustees by providing prompt and accurate service to promote customer loyalty. The ideal candidate will be familiar with supporting customers through email and phone communication and will be comfortable answering inbound calls. This role will also provide support as a team effort in special projects on an on-going basis.
Job Responsibilities:
- Increase depth of learning of VIMLY enrollment, eligibility, billing, reimbursements, and technical procedures that are critical to serving our clients.
- Maintain current knowledge of assigned Plan(s) and effectively apply knowledge in the payment of claims, customer service and all other job functions.
- Work with participants to explain the claims process.
- Conduct research in relation to participant inquiries and document findings.
- Focus on first-call resolution by responding efficiently and accurately to participants, employers, Partners and Trustees, explaining possible solutions and ensuring they feel supported and valued.
- Complete notes for all calls and emails in data base.
- Provide general administrative support for team needs.
- Process incoming mailed and electronic applications, verification of eligibility, separation notifications.
- If plan assigned is for health care, act as a liaison between clients and their insurance carriers. Quickly resolve eligibility concerns with carriers and providers on behalf of the employers and employees when discrepancies occur.
- Process letters: retiree packets, denials, missing documentation.
- Process notifications and other compliance documentation. Ensure all data is in compliance with federally mandated rules and procedures.
- Maintain client records, noting discrepancies as directed.
- Provide general file management per VIMLY standard procedures.
- Assist Vimly teams outside of your department with their work as directed by your manager or supervisor. This work may fall outside of procedures within your department but are critical to overall continuous office operations.
- Actively participate in learning client needs, taking on more responsibility as directed by Account Manager.
- Willingness to participate in departmental and company-wide committees, events, and offerings as appropriate.
- Other duties as assigned.
Qualifications:
- High school education or equivalent
- 1-2 years customer service experience
- 1-2 years employee benefits experience preferred (enrollment, eligibility, claims processing, billing)
- Availability to work Monday - Friday between the hours of 8:30am-5pm PST with flexibility to work OT as approved including evenings and weekends
- Proficient in Microsoft Office Suite required
- Data entry and typing skills required
- Experience in a call center or customer service environment handling high volume of calls a plus
What We Offer
Base hourly wage: $20.00 - $23.00 Actual compensation offered may vary depending upon many factors, including a candidate’s skills, qualifications, experience, and location.
Vimly has contracted Innovative Employee Solutions (IES) as employer of record for temporary employees assigned to work for Vimly. You may be eligible for the following benefits through IES:
- 401(k) Retirement Plan
- Medical, Dental and Vision Coverage
- Voluntary benefits (i.e. Critical Illness, Accident, Hospital Indemnity)
- Health Savings Account (HSA)
- Flexible Spending Accounts (FSA)
- Commuter Benefits - Transit & Parking
- IES Employee Discount Program
- Sick time based on State or local requirements
- Eligible for same holidays as Vimly employees
