Customer Experience Associate

Location US-IA-Des Moines
Job ID
Customer Service
Requires Non-Compete?

Job Summary

Do you love sharing your compassion and empathy for others in the workplace? Is delivering a phenomenal customer experience important to you? 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 80 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!


About the opportunity: Our Operations Division is currently seeking talented, dedicated, curious, 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 – our mission is to Make Health Care Better!
  • A culture of respect, diversity, 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, May 11th, 2020.


A 6-week classroom training is required for this opportunity. This training builds every day and prepares you to be comfortable and confident as a Customer Experience Associate. With that said, we ask that you do not take any time off during this 6-week training program.


Hours for this position are 8:00 am - 5:00 pm. No nights or weekends! 


Minimum Requirements:

  • High School Diploma or GED
  • A minimum of 1-year proven experience engaging with customers (e.g. retail, service, health care provider, nursing, care giver, or teacher).
  • Experience in customer centric role(s) with demonstrated ability to proactively develop professional customer relationships by listening, understanding, anticipating, and providing solutions to customer needs.
  • Proven experience adapting to change 
  • 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.


  • 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


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

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

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

d. Ensure information about Wellmarks 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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