Lifemap Small Group Customer Experience Specialist/CES
Cambia Health Solutions

Lifemap Small Group Customer Experience Specialist/CES
Portland, Oregon
Primary Job Purpose

The Customer Experience Specialist/CES, supports all areas of service for our enforce group customers sized 2-25 lives as well as organizes and oversees the accounts once implemented. Responsible for providing superior response times and resolution to service issues that arise. Acts as liaison between our Groups, Sales Executives, Brokers and our Internal Operational teams. Responsible for educating policy owners on proper administration, contract interpretation and coordination with the Small Group Team.

General Functions and Outcomes

• Ensure that existing accounts are retained by providing superior service for customer satisfaction
• Accomplish mutual corporate responsibilities and goals by partnering with Operations, Account Management, Sales teams, as well as our brokers, groups and members
• Ensure a stabilized customer base by developing effective rapport with all brokers, group leaders, and decision makers
• Provides service calls to review plan design, contract language, and administrative practices on assigned groups on an as needed basis
• As requested conducts virtual employee benefits meetings and communicating the coverage available or enrolled in
• Help to promote and support the process of benefit upgrades and additional lines of coverage, to ensure retention and growth within the book of business
• Deliver renewals as well as educate clients on the administration of all benefits
• Builds strong relationships with our internal partners in order to collaborate on solutions for our clients
• Receives and responds quickly to calls received from our groups and/or brokers having specific problems or needing immediate assistance as point of escalation
• Take the lead and coordinate with internal teams to problem solve
• Works closely with the Small Group Team and Sales Executive to ensure a smooth transition from initial sale to proper ongoing service
• Responsible for action and closure of assigned emails within the Small Group Team inbox to guarantee exceptional turnaround and response times are met
• Cultivate partnerships with Regence Sales and Account Management teams in the small group size segment
• Maintains accurate Benefit Summaries and Enrollment Forms for each groups and/or educate groups and brokers to use our self-service company website
• Create and send electronic packets as needed to groups and brokers
• Works alongside our Accounts Receivable team, to support the collection of delinquent premium payments for assigned groups
• Participates in various projects that arise within the organization as they pertain to our clients
• Understand and support our LifeMap benefit Standards for the Small Group size segment

Minimum Requirements

• Bachelor's degree and/or 5 years related experience in the insurance field, with a preference for a life and disability background
• Knowledge of life and health insurance practices as related to group life, STD and LTD, claims processing, billing, contracts and related information
• Ability to effectively communicate both verbally and in writing
• Ability to conduct clear and concise virtual presentations for brokers and groups
• Creative problem solving capabilities
• Ability to prioritize, self-motivate and work independently
• Ability to deal effectively with a variety of individuals and groups related to adding new lines of coverage and servicing existing accounts
• Must work well in a team environment
• Ability to establish and maintain effective working relationships with internal employees, agents brokers, group administrators and the general public.
• Must present a positive and professional image at all times
• Must hold a valid Oregon Driver's License
• Must be licensed to sell insurance (health, life, and/or disability) in the state or states where business is conducted
• Ability to quickly and effectively triage and organize a high volume of items being directed towards you at any given time

Normally to be proficient in the competencies listed above

Bachelor's degree and/or 5 years related experience in the insurance field, with a preference for a life and disability background or an equivalent combination of education and experience in the health insurance and/or sales field.

Required Licenses, Certifications, Registration, Etc.

Must hold a valid Oregon Driver's License. Must be currently licensed or must become licensed within 90 days of hire to sell insurance (health, life, and/or disability) in the state or states where business is conducted. Prior to receiving a license, staff are not allowed to engage in soliciting or selling activities.

Work Environment

• Daily communication with LifeMap/Regence staff including, but not limited to: Claims, Customer Service/Billing personnel, Enrollment, Underwriting, Contracts, Compliance and Sales to ensure proper group service.
• Daily communication with Group Administrators, other decision makers and brokers.
• Duties are performed in a fast paced office environment.
• The ability to work unusual hours is required.
• Early morning, evening, weekend and overnight travel is sometimes required.
• This position may require the ability to lift up to 40 lbs in and out of a car trunk if necessary and operate a hand truck.

LifeMap employees are part of the larger Cambia Health Solution's family of companies, which seeks to drive innovative health solutions. We offer a competitive salary and a generous benefits package. We are an equal opportunity employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A drug screen and background check is required.

LifeMap is a life and disability insurance company, which offers additional benefits such as dental, vision, and short term medical coverage, to provide financial protection and access to care. People do business with us because of our high value products, our easy-to-understand language and our personalized service. We provide thoughtful guidance to help people choose the coverage they truly need through life's transitions.

Cambia Health Solutions is a nonprofit total health solutions company with community roots dating back to 1917. We advocate for transforming the health care system by making health care more affordable and accessible, increasing consumers' engagement in their health care decisions, and offering a diverse range of products and services that promote the health and wellbeing of our members. Cambia's portfolio of companies spans health care information technology and software development; retail health care; health insurance plans that carry the Blue Cross and Blue Shield brands; pharmacy benefit management; life, disability, dental, vision and other lines of protection; alternative solutions to health care access and free-standing health and wellness solutions.

Information about how Cambia Heath Solutions collects, uses, and discloses information is available in our Privacy Policy.

We are an Equal Opportunity and Affirmative Action employer dedicated to workforce diversity and a drug and tobacco-free workplace. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, age, sex, sexual orientation, gender identity, disability, protected veteran status or any other status protected by law. A drug screen and background check are required.

If you need accommodation for any part of the application process because of a medical condition or disability, please email CambiaCareers@cambiahealth.com. Information about how Cambia Health Solutions collects, uses, and discloses information is available in our Privacy Policy.

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