Matrix Absence Management
  • 30-Oct-2018 to 29-Dec-2018 (MST)
  • Contact Center
  • Phoenix, AZ, USA
  • Hourly
  • Full Time

Full Benefit Package

Matrix Absence Management is one of the top Third Party Administrators (TPA) supporting clients in absence management (FMLA/Disability/Workers' Compensation). We partner with our clients Human Resources department to manage Workers' Compensation, Disability and/or Leave of absences until the claim is resolved or the employee returns to work.  Our highly customer centric approach is to try and duplicate the culture of our clients to make the experience seamless for employees.  Our mobile app technology provides ease of use to our client and employee in reporting claim information.

Matrix Absence Management offers a full benefit package- Medical, Dental & Vision, including 401K match. Matrix is a friendly and pleasant office environment; offering flexible schedules M-F.


Position Summary: 

The Contact Center Specialist I is responsible for filing claims and providing accurate client specific absence policy information to callers. The Matrix Contact Center is the first point of contact for claimants when contacting Matrix Absence Management. We are focused on consistently delivering exceptional service to our customer's employee population in their time of need.


Duties and Responsibilities: 

  • Accurately file client/claimant specific information into the eFiling System and other systems as necessary
  • Gather and Analyze information to determine which type of claim/leave to file for the claimant.
  • Answer general leave of absence and disability claim process questions.
  • Deliver all required company specific reminders associated with their time away from work.
  • Performs other duties as assigned by management.
  • Maintaining adherence to all department standards (policies, procedures, schedules, and assignments)
  • Consistently deliver exceptional customer service. Measured by the results of our Quality Monitoring program.
  • All other duties as assigned.

 Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee of this job.  Duties, responsibilities and activities may change at any time with or without notice.


Education, Qualifications and Experience:

  • Associate's degree, technical degree, two years college course work, or equivalent work experience
  • 1 years experience in a customer-service environment (preferably a call center)
  • Exceptional interpersonal communication skills and the ability to work with a diverse workforce
  • The ability to understand the relationship between their job and how the business and customers are impacted. We are the first point of contact and the first impression of our company.
  • Good organizational and multi-tasking skills
  • Attention to detail with a strong focus on ensuring service delivery to clients
  • Proficient at maneuvering on a PC with working knowledge of MS Office (Word, Excel and Outlook)
  • Excellent verbal and written communication skills
  • Type at least 40-wpm

Essential Physical/Cognitive Job Functions

  • Prompt and regular attendance at assigned job locations
  • Ability to work shifts exceeding 8 hours, 5 days per week
  • Ability to interact with employees of all levels and clients in an appropriate manner
  • Ability to concentrate and think strategically
  • Availability onsite to confer with staff members with whom the incumbent must interact on a daily basis
  • Ability to proficiently use a personal computer for tasks such as email and preparing reports using software
  • Ability to review and analyze data and information.
  • Ability to complete, or oversee the completion of, assigned tasks/projects in a timely manner.

EEO Statement 

Matrix Absence Management is an equal opportunity employer applicants are considered for positions without discrimination on the basis of race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, veteran status or any other consideration made unlawful by applicable, federal state or local laws.

Matrix Absence Management
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