Physicians Mutual is seeking a Tele-Service Representative (TSR) who serves as a representative of the Company while receiving incoming calls from customers and answering questions regarding new business, issued policies and claims. The person in this role places outbound calls, utilizing a dialer system or manually dialing promoting conversion, retention and customer conservation. They document calls serviced and prepares eMEMs to other Departments when information is not available, when requesting coverage and plan changes. Other duties to be performed as requested.

• Interact with caller to determine nature of call and information requested.
• Place calls to existing and potential Policyowners to promote conversion, retention and customer conservation. Verify and obtain information and promotes products and services, etc.
• Follow Company, Division, Identity and Authority procedures to determine how to process each call.   
• Service policy as appropriate or as requested by initiating plan and coverage changes, ordering requested materials such as billing notices, duplicate policies, etc.
• Answer claim inquiries regarding benefits and claim status such as date processed, if drafts issued. 
• Answer, explain and obtain information for customers regarding new products by following the New Business procedures. Conserve or offer alternate coverage when available according to Company guidelines.    
• Refer eMEMs to various departments as needed for completion of service request.

• Is attentive to detail and accuracy, is committed to excellence, looks for improvements continuously, monitors quality levels, finds root cause of quality problems and takes ownership of and acts on quality problems.  
• Transfers callers with questions concerning Medicare and Agency sold products to Advanced Teleservices Representatives for handling. Accurately documents calls.
• Ability to portray a positive image of Physicians Mutual to every caller.
• Strong interpersonal relation skills and ability to handle stress.
• Well-developed speaking and phone skills including pleasant speaking voice, good diction and etiquette.
• Ability to learn and understand insurance related procedures, terminology and products.
• Ability to fluently operate a PC and telephone equipment and navigate through multiple applications concurrently.
• Good vocabulary and ability to explain processes and procedures in a logical manner to persons with varying levels of comprehension.

Health. Life. Retirement. The Physicians Mutual family empowers people from all walks of life to enjoy the financial security they deserve. That’s what Insurance for all of us® is about.

The Physicians Mutual family includes Physicians Mutual Insurance Company, Physicians Life Insurance Company and Physicians Select Insurance Company. Physicians Mutual offers reliable dental and supplemental health insurance, and pet insurance. Physicians Life provides important life insurance, Medicare Supplement insurance and coverage for funeral pre-planning. Physicians Select Insurance Company additionally offers exclusive Medicare Supplement insurance.

Since our start in 1902, our dedication to delivering on our promise has helped make us one of the nation’s leading health and life insurance providers. In fact, we are rated in the top 1% of insurance companies. We consistently maintain some of the highest financial strength ratings in the nation from independent insurance analysts, including A.M. Best Company and Weiss Ratings, ensuring we’ll be there for our policyowners and our employees far into the future.

But the achievement we’re most proud of? We have a 95% customer satisfaction rating — a true sign of a company dedicated to embodying its vision.