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Participant service representative skills for your resume and career

Updated January 8, 2025
4 min read
Below we've compiled a list of the most critical participant service representative skills. We ranked the top skills for participant service representatives based on the percentage of resumes they appeared on. For example, 12.3% of participant service representative resumes contained quality customer service as a skill. Continue reading to find out what skills a participant service representative needs to be successful in the workplace.

15 participant service representative skills for your resume and career

1. Quality Customer Service

Here's how participant service representatives use quality customer service:
  • Responded to participants phone calls by delivering quality customer service both internally and externally.
  • Provided bilingual assistance to participants with their retirement plans and provided quality customer service.

2. Inbound Calls

Here's how participant service representatives use inbound calls:
  • Answer inbound Calls from public interested in information regarding clinical study participation.
  • Answer inbound calls from participants and assist them with enrolling and changing their health benefits for the current and previous year.

3. Outbound Calls

An outbound call is made by the call center representative to the customers on behalf of the company. Such calls help increase sales and generate revenue for the organization.

Here's how participant service representatives use outbound calls:
  • Provided consultative service through inbound and outbound calls to participants regarding different benefit options.
  • Perform benefits administration for defined contribution, and health and welfare plans primarily by handling both inbound and outbound calls.

4. Participant Inquiries

Here's how participant service representatives use participant inquiries:
  • Resolved all participant inquiries that require research or additional information.
  • Answered Participant inquiries with both standard and in-depth personalized information.

5. Assist Human Resources

Here's how participant service representatives use assist human resources:
  • Answer incoming inquiries from client's employees regarding health and welfare benefit plans, and other human resource related services.
  • Collaborate between the leave department and Human Resources to ensure a smooth and efficient leave of absence experience.

6. Open Enrollment

Open enrollment means a duration that comes every year that a person can sign up for health insurance or change the plan that a person has, for instance, if a person needs to deregister. The activity always features in a few weeks or months within a year. It allows workers to alter their benefit plans, including vision, dental, health insurance, life insurance, and disability.

Here's how participant service representatives use open enrollment:
  • Answered inbound telephone inquiries from participants related to open enrollment benefits.
  • Assisted participants with making their benefit elections during open enrollment.

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7. Telephone Calls

Telephone calls are a communication means through which a caller is connected to the called party. The call is done through a telecommunications device called a telephone. The caller can use a landline, mobile phone, or satellite phone to make the call.

Here's how participant service representatives use telephone calls:
  • Answer telephone calls from wellness program participants.
  • Answered incoming telephone calls from plan participants.

8. HIPAA

Here's how participant service representatives use hipaa:
  • Answered and documented incoming calls from Missouri Medicaid Participants regarding benefits and claims following HIPAA guidelines.
  • Initiated follow-up calls to customers while effectively maintaining confidentiality and security of information according to HIPAA.

9. Cobra

COBRA (Consolidated Omnibus Budget Reconciliation Act of 1985) is a federal law that allows employers of 20 or more employees who provide health care benefits to offer the option of continuing this coverage to individuals who would otherwise lose their benefits due to termination of employment, reduction in hours or certain other events. It is a temporary coverage that provides cash for medical expenses up to 18 months. The policy is helpful for retirees, former employees, former spouses, dependent children and spouses, workers laid off, on strike, fired for work, etc.

Here's how participant service representatives use cobra:
  • Received incoming calls from participants pertaining to billing questions related to COBRA, RAS and Direct Bill accounts.
  • Uphold department's two-day turnaround time on processing of incoming COBRA forms, while maintaining 98% accuracy.

10. Health Insurance

Here's how participant service representatives use health insurance:
  • Handle incoming calls and correspondence from participants and providers concerning health insurance.
  • Answer incoming calls from plan participants and provide accurate answers regarding retirement plans, health insurance and welfare benefit plans.

11. Life Insurance

Here's how participant service representatives use life insurance:
  • Provided detailed information and support with life insurance policies and beneficiary assignments.
  • Facilitated participants in all aspects regarding health benefits, life insurance, FMLA, LTD, and STD.

12. Health Benefits

Here's how participant service representatives use health benefits:
  • Provide general information about health benefits, as well as retirement benefits to participants.
  • Speak with participants an answer eligibility and health benefits inquiries.

13. Fund Transfers

Here's how participant service representatives use fund transfers:
  • Initiated financial transactions for participants that included loans, withdrawals, fund transfers, lump sum distributions, and direct rollovers.
  • Processed certain non-financial and financial transactions such as address changes, fund transfers and changes to investment allocations utilizing multiple systems.

14. IRS

IRS stands for internal revenue services. It helps many compliant taxpayers become conversant with the law regarding taxes; it ensures the minority who refuse to comply with paying taxes pay the required amount.

Here's how participant service representatives use irs:
  • Instructed active and terminated participants with withdrawal options, processed hardships and loans while also explaining IRS 1099R information.
  • Assisted participants with the benefit enrollment process by explaining types of insurance policies and IRS regulated spending accounts.

15. Plan Provisions

Here's how participant service representatives use plan provisions:
  • Communicated client plan provisions to participants while providing benefits explanation for retirement plans.
  • Responded to internet inquiries regarding plan provisions and processing requests.
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List of participant service representative skills to add to your resume

Participant service representative skills

The most important skills for a participant service representative resume and required skills for a participant service representative to have include:

  • Quality Customer Service
  • Inbound Calls
  • Outbound Calls
  • Participant Inquiries
  • Assist Human Resources
  • Open Enrollment
  • Telephone Calls
  • HIPAA
  • Cobra
  • Health Insurance
  • Life Insurance
  • Health Benefits
  • Fund Transfers
  • IRS
  • Plan Provisions
  • Financial Transactions
  • Telephone Inquiries
  • Processing Transactions
  • ERISA
  • Retirement Accounts
  • Problem Resolution
  • Customer Inquiries
  • FSA
  • Plan Rules
  • Benefit Elections
  • Medicare
  • Customer Service
  • FMLA
  • Investment Options
  • Insurance Carriers
  • Account Balances
  • DB
  • Training Materials
  • Call Handling
  • Customer Issues
  • Annuities
  • Siebel
  • PSR
  • Iras
  • STD
  • Pension Benefits

Updated January 8, 2025

Zippia Research Team
Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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