Service Resolution Specialist

Point C is a National third-party administrator (TPA) with local market presence that delivers customized self-funded benefit programs. Our commitment and partnership means thinking beyond the typical solutions in the market – to do more for clients – and take them beyond the standard “Point A to Point B.” We have researched the most effective cost containment strategies and are driving down the cost of plans with innovative solutions such as, network and payment integrity, pharmacy benefits and care management. There are many companies with a mission. We are a mission with a company. Point C is seeking a Service Resolution Specialist (SRS) to join our Customer Service team, supporting the Rapid Response Team and reporting to the Customer Service Director. The SRS is the first dedicated level of service resolution within Customer Service, handling second-level escalations that front-line Customer Service Representatives cannot resolve. The SRS investigates and resolves routine and standard client and member issues quickly and accurately and escalates more technically complex matters to an Employer Service Representative. Over time, the SRS is intended to serve as the direct initial point of contact for clients on standard items. Primary Responsibilities: Resolve second-level escalations beyond first-line CSR capability across claims, eligibility, benefits, and billing inquir...