Job Title

Customer Service Representative (Commercial Insurance) Category Insurance Job Location Hybrid (Remote + Waltham office) Tracking Code 2341 Position Type Full-Time/Regular The Massachusetts Medical Society (MMS) is the statewide professional association for physicians and medical students, supporting 25,000 members. We are dedicated to educating and advocating for the physicians of Massachusetts and patients locally and nationally. A leadership voice in health care, the MMS contributes physician and patient perspectives to influence health-related legislation at the state and federal levels, works in support of public health, provides expert advice on physician practice management, and addresses issues of physician well-being. Under the auspices of NEJM Group, the MMS extends our mission globally by advancing medical knowledge from research to patient care through the New England Journal of Medicine, NEJM Evidence, NEJM AI, NEJM Catalyst, NEJM Journal Watch, and through our accredited and comprehensive continuing medical education programs. The world has changed, and so has the way we work. The MMS has adopted a flexible work model that allows most employees to choose where they work - at home, onsite in our Waltham office, or a combination of the two - based on their preferences and our business needs. Because what matters is the work we do, not where we do it. Physicians Insurance (PI) has served thousands of clients since 1993 across 20+ products, concentrated in medical malpractice, commercial insurance, and health insurance for physicians and healthcare entities in New England. As a subsidiary of the Massachusetts Medical Society (MMS), PI serves to meet the needs of physicians and support society members. PI is proud of its personalized service, which results in high satisfaction levels and requests for more product offerings amongst PI's customer base. PI's unique client approach is also a benefit to the insurers we work with as our clients tend to stay with us for many years. This loyalty is based on the value we offer through pre-underwriting, expert policy/liability reviews, creative risk resolution, and coverage optimization, as well as document support and advocacy on pricing. We are seeking a motivated and customer-oriented Customer Service Representative to join our growing insurance agency. In this pivotal role, you will be instrumental in enhancing customer satisfaction and streamlining our operational processes. The ideal candidate is a proactive problem-solver with excellent communication skills, a keen eye for detail, and comfortable using industry-standard software for client data entry and management. Your expertise will be critical in managing day-to-day client servicing tasks, maintaining accurate data and tracking, and overseeing the latter stages of the onboarding and renewal processes. This position offers a unique opportunity to significantly impact our customer relationships and operational efficiency during an exciting period of transformational growth. Responsibilities: 1. Serve as the primary point of contact for customer inquiries and service requests, collaborating with insurance brokers to ensure prompt and accurate responses that directly contribute to maintaining high levels of customer satisfaction and loyalty. 2. Handle servicing requests promptly, accurately, and efficiently, coordinating with internal team members or third-party carriers to resolve issues and deliver critical documentation to clients in a timely manner. 3. Set up and administer self-service customer portal accounts for clients, guiding them on tool usage and highlighting functionalities to encourage ongoing engagement. 4. Prioritize and manage customer requests effectively, demonstrating strong organizational skills and the ability to multitask to ensure that all client needs are addressed promptly, reinforcing PI's commitment to exceptional service. 5. Own the latter stages of the onboarding and renewal processes, including policy binding and maintaining documentation in PI's agency management system to ensure compliance with regulatory standards and smooth transitions for customers. 6. Collaborate with insurance brokers to ensure a smooth handover of onboarding and renewal customers, maintaining clear communication throughout to deliver a cohesive customer experience. 7. Conduct accurate data entry and management across PI's agency management system, application management system, and customer portal, ensuring consistency and facilitating seamless customer service. 8. Monitor and track renewal timelines, proactively identifying upcoming renewals and initiating the process in collaboration with the team. 9. Identify and suggest opportunities for process enhancements in customer service and renewal management, supporting execution to contribute to continuous operational improvement. 10. Handle policy endorsements and changes, ensuring all updates are accurately reflected in our systems and communicated to clients clearly and promptly. 11. Participate in ongoing training and development programs to enhance your insurance knowledge and customer service skills, directly benefiting our clients and the organization. 12. Additional responsibilities as assigned. Qualifications: 2+ years of experience in a customer service role within the insurance industry Valid insurance licenses or willingness to obtain within a specified timeframe Proficiency in insurance agency management systems (e.g., Applied EPIC, Indio) and customer portal platforms (e.g., CSR24) Excellent verbal and written communication skills with a willingness to directly engage with clients Customer-focused mindset with a commitment to delivering exceptional service Detail-oriented with a high level of accuracy in data entry and documentation Strong organizational skills with the ability to manage multiple tasks and prioritize effectively Foundational understanding of insurance products and industry terminology Proficiency in Microsoft Office Suite, particularly Word and Excel Ability to work independently and collaborate effectively with a team Adaptability and willingness to learn new technologies and processes Benefits: Our generous benefits offerings include: 2 weeks of paid vacation, 6 personal days, 12 sick days, 13 paid holidays, medical and dental plans, 401(k) plans with company match, back-up childcare assistance, tuition assistance and more! The MMS has earned praise as one of the Top Places to Work in Massachusetts by The Boston Globe for the past 13 years in a row! The Globe surveys employees regarding their opinions about company leadership, benefits, ethics, values and culture, and recognizes those companies who receive high marks from their employees. Massachusetts Medical Society is an Equal Opportunity Employer: Min/Fem/Vet/Disabled