• Customer Experience Associate

    Location US-IA-Cedar Rapids
    Job ID
    Customer Service
    Requires Non-Compete?
  • Job Summary

    What energizes you? Do you love sharing your compassion for others in the workplace? Is delivering a phenomenal experience to your customers at the top of that list? Then it's a great time to consider growing your career with Wellmark!


    Why Wellmark?  We are a mutual insurance company owned by our policy holders across Iowa and South Dakota, and we’ve built our reputation on over 75 years’ worth of trust. We are not motivated by profits. We are motivated by the well-being of our friends, family, and neighbors–our members. If you’re passionate about joining an organization working hard to put its members first, to provide best-in-class service, and one that is committed to sustainability and innovation, consider applying today! Wellmark has been named one of the best employers in the U.S. by Forbes Magazine, ranking #3 out of the top 500 midsize employers in the nation and 1st among midsize insurance companies!


    About the opportunity: Our Operations Division is currently seeking talented, dedicated, and compassionate Customer Experience Associates that are eager to serve as trusted partners to our members and providers. In support of Wellmark's customers, the Customer Experience Associate will provide accurate, prompt, courteous, and professional responses to member and provider inquiries as well as review and process claims in accordance with established policies, procedures and contractual obligations. This role offers a distinctive development plan with promotional opportunities through our Customer Experience Advocacy program!


    Aside from meaningful-challenging work, we offer: 

    • A strong focus on optimizing the customer experience
    • A culture of respect, diversity, and inclusion and commitment to our community
    • A workplace that values health with access to a fitness facility, creative health programs, education and services
    • State-of-the-art, environmentally lean, and green office environment
    • Exceptional employee benefits, rewards and growth opportunities
    • Best-in-class tuition assistance program (we will help pay off any current student loans you might have!)

    The start date for this position is Monday, September 17, 2018.


    A 6 week classroom training is required with no time off.


    Hours for this position are 8:30 am - 5:00 pm.

    Minimum Qualifications Required (all must be met to be considered)

    • High School Diploma or GED
    • A minimum of 1 year proven experience with engaging with customers (e.g. retail, service, healthcare provider, nursing, care giver, teacher). With preference given to candidates with an insurance background.
    • Experience in customer focused role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating and providing solutions to customer needs.
    • Excellent written communication skills; with strong attention to detail (use of proper sentence structure, proper grammar, with the ability to synthesize member information into a consumable way).
    • Experience in role where good judgment and proven problem solving ability and ability to think independently while working with specified time constraints, such as first call resolution, average speed of answer, etc. has been demonstrated.
    • Ability to resolve issues and conflicts in a professional manner while maintaining composure and confidence.
    • Previous experience using multiple electronic systems and tools simultaneously, e.g. Internet, e-mail, MS. Office applications, etc.

    Hiring Specifications Preferred

    • Prior experience in health insurance or related industry
    • Prior knowledge of health insurance related operations, such as claims, customer service and/or membership and enrollment including experience processing claims

    Job Accountabilities

    a. Ensure that claims are reviewed and examined appropriately according to contractual obligations.

    b. Follow established processes and procedures in accordance with contractual obligations. Provide feedback regarding process improvements and efficiencies.

    c. Provide accurate, prompt, courteous and professional responses to customers. Apply customer engagement philosophies and personality based resolution techniques to all interactions.

    d. Ensure information about Wellmark's products and services is clearly communicated by responding accurately, promptly, courteously, and professionally.

    e. Ensure membership records are processed and updated timely and accurately. Identify and utilize appropriate resources to resolve customer inquiries.

    f. Other duties as assigned.


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