Onsite Customer Service Representative

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About the position

Responsibilities

  • Handle member inquiries and escalations related to benefits, claims, eligibility, and policy interpretation by identifying root causes, coordinating with internal departments, and delivering timely, accurate solutions.
  • Serve as the primary onsite liaison for designated public sector accounts, developing strong working relationships with plan sponsors, benefits teams, and key stakeholders.
  • Provide real-time support to plan sponsors and members at various client worksites, ensuring a consistent and high-quality customer experience through visibility and responsiveness.
  • Plan and lead open enrollment meetings, employee health fairs, wellness events, and other onsite or virtual engagements to educate and inform members about available benefits and services.
  • Review and interpret data related to claims, utilization, and service issues. Communicate insights and trends to clients in a way that supports transparency, understanding, and decision-making.
  • Maintain in-depth knowledge of client-specific benefits, eligibility guidelines, pharmacy services, and CVS Health systems to serve as a subject matter expert and trusted advisor.
  • Collaborate cross-functionally with internal teams (Eligibility, Claims, Clinical) to track and resolve complex or repeated issues and ensure timely follow-through.
  • Ensure all interactions and activities align with HIPAA, company policies, and contractual obligations. Maintain clear, accurate records of member and client interactions.
  • Regularly travel to client sites throughout Miami-Dade County. Manage scheduling, site coverage, and communication independently, while prioritizing key stakeholder needs.

Requirements

  • Active Florida Health, Life, and Variable Annuity Insurance License (or ability to obtain within 120 days of hire).
  • Comfortable with regular travel to client sites in Miami-Dade County.
  • Strong oral and written communication skills with a customer-first mindset.
  • Excellent organizational and time management skills; ability to manage multiple priorities simultaneously.
  • Proficiency with Microsoft Office Suite (Word, Outlook, Excel).
  • Must be able to work independently and exercise sound judgment in problem-solving.

Nice-to-haves

  • 1–2 years of experience in health insurance, healthcare services, or client/account management.
  • Familiarity with managed care processes, healthcare sales, or pharmacy benefits.
  • Demonstrated experience with client-facing roles, including public sector or union accounts.
  • Strong presentation skills and the ability to tailor messages to diverse audiences.
  • Exceptional interpersonal and relationship-building skills, both internally and externally.

Benefits

  • Affordable medical plan options
  • 401(k) plan (including matching company contributions)
  • Employee stock purchase plan
  • No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
  • Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.
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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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