Insurance Support Representative - Hybrid SFM The Work Comp Experts Work somewhere you love Since 1983, our mission has been to be the workers compensation partner of choice for agents, employers and their workers. In that time, we ve expanded to over 25,000 customers in the Midwest and grown our offerings to include vocational rehabilitation, loss prevention, medical services and more. SFM is unique in that we are small enough that your voice is heard but has all the benefits and perks of a larger employer. We value your opinion, help you reach your goals, and make it easy for you to maintain work-life balance. SFM is committed to creating the best work environment and believes that our exceptional and motivated employees are our greatest strength. SFM emphasizes work life balance, and our benefit package is designed to assist you navigate your work-life journey. Our benefits include: Affordable Medical, Dental, Vision Insurance, HSA, FSA Traditional and Roth 401(k) plans with company match Company contributions to help pay off student loans Monthly home internet allowance Free life insurance, STD & LTD Hybrid work Opportunities for annual gainshare bonus Pet insurance Generous PTO 9 paid holidays Paid parental leave Annual company-wide volunteer day Adoption financial assistance Visit our careers page to learn more about working at SFM. The Role This hybrid position provides high-quality superior customer support to various external, internal customers and business partners related to the management of Workers Compensation. Learns and develops knowledge to process all incoming correspondence, forms and requests relating to underwriting and claims-related functions including phone calls. Participates as an active team member in a multi-functional, fast-paced, production environment. What You'll Do: Insurance Support and Business Operations Provides high-quality customer support to various business units within the organization, external customers and business partners. Learns and acquires ability to process insurance applications by searching database for previous submissions, searches internet databases for e-mod information and accurately enters information into database. Develops knowledge to enter relevant information from imaged First Reports of Injury to create claim and selects correct policy per the partnership agreement. Enters relevant information from imaged documents such as medical bills and reimbursements to injured workers to create payments in database within the guidelines or the team s partnership agreement. Professionally answers phone calls from external customers, including agents, policyholders, medical providers and injured workers. Maintains appropriate interactions with persons both within the organization and externally. Maintains appropriate documentation of each phone call by using the database phone log. When needed, answers phone calls from injured workers and/or employers to gather information with regard to a work related injury. Seeks information to understand the nature of the call and collects all relative and required information to complete the First Report of Injury and communicates clearly and succinctly what the next steps in the process will be. Provides back-up coverage to team members when requested and provides feedback for enhancements and efficiencies. Maintains timely and accurate processing, research and clearance of workflow queues. Applies service excellence principles in all customer interactions. Greets and directs customers to the appropriate person if sitting in the main lobby. Works with Human Resources, when needed, to assist with coordination of interviews and prepares application folders for scheduled interviews. Fills policyholder and agent orders for resource materials that come in via the internet or fax. Performs other assignments as required to support business units. This may include clerical updates of database information, special projects and other customer service-type duties. Document Management Accurately and timely opens, sorts and prepares incoming mail for scanning. Recognizes the confidentiality of certain documents and handles appropriately. Reviews images for clarity and positioning. Delivers documents that need further handling to the appropriate individuals. Maintains imaging processes to meet business and legal requirements. Maintains the paper copies of all scanned documents for the appropriate length of time. Performs routine maintenance on the scanners. Coordinates the sending and receiving of company mail including special needs mail via overnight/priority mail, certified mail, UPS, Fedex, etc. Operates printers, folding machines, postage meters and other office equipment. Maintaining or replenishing funds when appropriate, ensuring a continuous and sufficient amount of postage at all times.