Title: Employer Service Representative Lead




Location: This position will work a hybrid model (remote and office). Ideal candidates will live within 50 miles of one of our PulsePoint locations.


The Employer Service Representative Lead is responsible for providing training/coaching and guidance to assigned ESR staff. Identifies gaps in work processes and recommends improvements. Understands and applies departmental priorities and guidelines. Resolves complex situations and ensures assigned staff is directed to the appropriate resources. Provides operational support and expertise, as well as single point of service support (e.g., calls and claims) to key client contacts (HR, Benefit Administrators, client key decision makers, etc.) and Account Management. Services for complex client accounts with timely and effective response to client service related concerns and issues. Keeps operational teams appraised of client changes, culture, benefit intent, etc. Keeps account appraised of service related trends and issues, handles escalations and provides overall support to key client service related issues and needs.



How you will make an impact:

• Talks with complex clients by phone or in person to ensure the best service possible.


• Answers client inquiries regarding health plan or service issues.


• Responds to customer issues and investigates and resolves errors.


• Coordinates complaint resolution concerning billing or services rendered with appropriate department(s).


• Coordinates client service needs with other departments as required to ensure client service and satisfaction.


• Regularly attends and participates in on-site client visits as the need arises based on performance guarantees of that group.


• Client visits can be anywhere from 1 time a week to a couple times a year all depending on importance and the need.

• Requires a HS diploma or GED and a minimum of 4+ years of Employer Service Rep experience which includes 5 + years of related claims/customer service experience; or any combination of education and experience which would provide an equivalent background.

• Associate degree preferred.


• Travels to worksite and other locations as necessary preferred.