The Role: This hybrid position provides high-quality superior customer support to various external, internal customers and business partners related to the management of Workers' Compensation. Learns and develops knowledge to process all incoming correspondence, forms and requests relating to underwriting and claims-related functions including phone calls. Participates as an active team member in a multi-functional, fast-paced, production environment.
Our benefits include:
- Affordable Medical, Dental, Vision Insurance, HSA, FSA
- Traditional and Roth 401(k) plans with company match
- Company contributions to help pay off student loans
- Monthly home internet allowance
- Free life insurance, STD & LTD
- Hybrid work
- Opportunities for annual gainshare bonus
- Pet insurance
- Generous PTO
- 9 paid holidays
- Paid parental leave
- Annual company-wide volunteer day
- Adoption financial assistance
What You'll Do:
Insurance Support and Business Operations:
- Provides high-quality customer support to various business units within the organization, external customers and business partners.
- Learns and acquires ability to process insurance applications by searching database for previous submissions, searches internet databases for e-mod information and accurately enters information into database.
- Develops knowledge to enter relevant information from imaged First Reports of Injury to create claim and selects correct policy per the partnership agreement.
- Enters relevant information from imaged documents such as medical bills and reimbursements to injured workers to create payments in database within the guidelines or the team's partnership agreement.
- Professionally answers phone calls from external customers, including agents, policyholders, medical providers and injured workers. Maintains appropriate interactions with persons both within the organization and externally. Maintains appropriate documentation of each phone call by using the database phone log.
- When needed, answers phone calls from injured workers and/or employers to gather information with regard to a work related injury. Seeks information to understand the nature of the call and collects all relative and required information to complete the First Report of Injury and communicates clearly and succinctly what the next steps in the process will be.
- Provides back-up coverage to team members when requested and provides feedback for enhancements and efficiencies.
- Maintains timely and accurate processing, research and clearance of workflow queues.
- Applies service excellence principles in all customer interactions. Greets and directs customers to the appropriate person if sitting in the main lobby. Works with Human Resources, when needed, to assist with coordination of interviews and prepares application folders for scheduled interviews.
- Fills policyholder and agent orders for resource materials that come in via the internet or fax.
- Performs other assignments as required to support business units. This may include clerical updates of database information, special projects and other customer service-type duties.
Document Management:
- Accurately and timely opens, sorts and prepares incoming mail for scanning. Recognizes the confidentiality of certain documents and handles appropriately. Reviews images for clarity and positioning. Delivers documents that need further handling to the appropriate individuals. Maintains imaging processes to meet business and legal requirements. Maintains the paper copies of all scanned documents for the appropriate length of time. Performs routine maintenance on the scanners.
- Coordinates the sending and receiving of company mail including special needs mail via overnight/priority mail, certified mail, UPS, Fedex, etc.
- Operates printers, folding machines, postage meters and other office equipment. Maintaining or replenishing funds when appropriate, ensuring a continuous and sufficient amount of postage at all times.
We're looking for:
Education and Experience:
- High school graduate or equivalent.
- One or more years of general office experience or working in a customer service role.
Knowledge and Skills:
- Strong customer service skills and interpersonal skills.
- Solid data entry and keyboarding skills.
- Ability to operate a PC phone console and/or multi-line telephone system.
- Good verbal and written communication skills, with the ability to work with a diverse group of people.
- Ability to operate printers, folding machines, postage meters and other office equipment.
- Proficient in MS Office software applications (Excel, Word, etc.).
- Scanning skills and familiarity with working in a mostly paperless environment desirable.
- Strong attention to detail and accuracy.
- Demonstrated ability managing multiple priorities in a fast-paced environment.
- Ability to follow directions, understand and adhere to team procedures and company best practices.
- Able to manage difficult situations and problem solve with limited direction.
Work Environment and Physical Demands
Regular attendance is required. Work takes place in a semi paperless environment within an office setting, using standard office equipment such as computers, phones, photocopies, which requires being stationary for extended periods of time. While performing the duties of this job, the employee is regularly required to talk or hear, and maintain concentration and focus. The employee frequently is required to stand; walk; use hands and fingers, handle or feel; and reach with hands and arms and work with close vision. This position requires the ability to occasionally lift office products and supplies, up to 20 pounds. Work is performed indoors with little to no exposure to extreme outdoor weather conditions.
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The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
About SFM:
Since 1983, our mission has been to be the workers' compensation partner of choice for agents, employers and their workers. In that time, we've expanded to over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. SFM is unique in that we are small enough that your voice is heard but has all the benefits and perks of a larger employer. We value your opinion, help you reach your goals, and make it easy for you to maintain work-life balance. SFM is committed to creating the best work environment and believes that our exceptional and motivated employees are our greatest strength. SFM emphasizes work life balance, and our benefit package is designed to assist you navigate your work-life journey..
SFM Mutual Insurance Company and each of its parent companies, subsidiaries and/or affiliated companies are Equal Opportunity/Affirmative Action Employers. All employment decisions are made without regard to race, color, religion, sex, national origin, age, sexual orientation, marital, familial, or veteran status, medical condition or disability, or any other legally protected classification.
SFM Companies, EEO/AA Employers.
