Business Associate 1 Customer Service

Pan-American Life Insurance Group (PALIG) provides life, accident, and health insurance services to individuals and businesses across the United States and associated territories. The Business Associate I serves as a primary contact for members, providers, and third-party administrators, handling customer inquiries about eligibility, benefits, and claim status. The role also documents customer interactions, processes and mails claim-related documents, supports web portal education, and maintains HIPAA compliance.

Responsibilities:

• Handle customer contacts and provide exceptional customer service in a professional, courteous, and timely manner according to department standards
• Assist customers with questions regarding eligibility, benefits, and claim status, providing accurate information
• Safeguard all customer and confidential information in compliance with HIPAA and company guidelines
• Properly document all customer contacts and maintain accurate records through Workbench
• Communicate and collaborate effectively with team members to maintain and enhance a positive customer service experience and work environment
• Mail claim forms, stop-payment forms, EOBs, and plan documents via USPS (or fax with management approval)
• Handle inquiries regarding faxed documents, confirm receipt, and create Workbench tasks as needed
• Educate members on the value of the web portal, including available resources and navigation assistance
• Participate in special training sessions that may occur outside of regular business days and hours

Requirements:

• One to two years of customer service experience
• Working knowledge of ICD-9, ICD-10, CPT codes, medical terminology, and HIPAA guidelines is a plus
• Proficiency with Microsoft Office applications
• Strong analytical, written, and verbal communication skills
• Strong customer service orientation and commitment to delivering a positive member experience
• Strong organizational skills, time management skills, and the ability to multitask
• Self-starter with the ability to work independently and successfully perform essential job duties
• Bachelor's degree
• Life, Health, and Accident License