Job Description
Role Description
- This role involves connecting with members through various channels to provide innovative, proactive, and compassionate solutions that exceed expectations.
- Educates plan benefits, answers questions, and resolves issues based on campaign outreach.
- Documents and tracks contacts with members.
- Educates members on self-service options.
- Follows campaign guidelines for exceptional service.
- Exceeds member expectations.
- Ensures that every caller is treated with respect, kindness, and all questions are thoroughly answered.
- Responds to inquiries from Medicare Advantage members.
- Connects with members to diminish service disruption and educate them on plans.
- Takes ownership and follows through on commitments.
- Creates lasting relationships with members.
- Works in a team and production-based environment to create world-class service.
- Ability to navigate multiple systems.
- Acts as an advocate for members.
- Qualifications
- High School Diploma or GED.
- Requirements
- Ability to creatively solve members’ problems and have a desire to help and advocate for them.
- Problem solving with demonstrated ownership qualities.
- Demonstrated empathy, compassion, and listening skills.
- Window-based application knowledge.
- Preferred Qualifications
- Proven leadership skills.
- Demonstrated ability to de-escalate situations.
- Effective communication and documentation skills.
- Ability to quickly learn new skills and apply them.
- Demonstrated skills to multitask and problem solve.
- Healthcare and medical terminology knowledge.
- Medical billing and claims process experience.
- Bilingual preferred.
- Benefits
- Affordable medical plan options.
- 401(k) plan (including matching company contributions).
- Employee stock purchase plan.
- No-cost programs for all colleagues including wellness screenings, tobacco cessation, and weight management programs, confidential counseling, and financial coaching.
- Benefit solutions that address different needs and preferences including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access, and many other benefits depending on eligibility.
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