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Customer Service

Supporting thousands of agents and clients with complex insurance issues.

About the team

Our customer service team is known for building strong, long-lasting relationships with both our members and agents. They foster easy and positive communication and spend their days problem solving. Whether it be to help an agent support a client, or to directly communicate with a client who needs assistance with a product, our customer service team goes above and beyond to help solve sometimes complex issues.

Ideal Concepts’ customer service team members are expected to be extremely knowledgeable about insurance terminology, rules, regulations, and product features. They spend their days educating clients and agents on insurance and non-insurance health products, as well as assisting with other issues that may pop up- whether that be with billing, claims, benefits, or other features.

Team metrics

Average 29 Inbound Calls Per Rep Daily

Over 84k Inbound/Outbound Calls Annually

Less Than 30 Second Hold Time

Support 6 Insurance Benefits

Member Services ManagerMeet our Member Services Manager!

Terri Barlosky

Terri Barlosky joined Ideal Concepts as the Member Services Manager in 2018. Terri’s position requires her to help vet, hire, train, and then maintain her team of member service representatives. Since starting with the company, she has seen the quality of our service improve tremendously with the implementation of call quality standards, new policies and procedures, call reviews, and regular coaching sessions with the representations.

Terri is a resource not only for her own team, but also indirectly for our hundreds of agents and our own employee team. Outside of work, Terri enjoys working out, bike riding, and spending time with her son, Tyler.

Terri Barlosky
“Ideal Concepts has a great company vibe! Everyone is helpful, energetic and excited about what our company does, and I cannot be prouder to work for such an awesome company!”

TestimonialsWhat people are saying