Associate Customer Care Navigator (Behavioral Health)

About the role

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. As an Associate Customer Care Navigator, you will utilize critical thinking skills and ask probing questions to identify customer needs. You will analyze needs and coordinate with other service and technical departments to develop and deliver appropriate solutions for each customer, proactively identifying additional resources that can improve the member health journey.

Responsibilities

• Respond to customer inquiries by telephone, e-mail, or chat to provide non-technical problem resolution.
• For behavioral health service calls, follow documented processes when engaging urgent/crisis situations and assisting business partners.
• Resolve problems and communicate solutions or requested information to the customer.
• Analyze a customer's service needs and coordinate with other service or technical departments to develop and deliver an appropriate solution for each customer.
• Develop and maintain a deep understanding of the organization and services offered to resolve more complex inquiries.
• Use a customer relationship application or database to record activities and research product information.
• Work on projects/matters of limited complexity in a support role under close management.
• Attend and present at both internal and client meetings on a routine basis.

Requirements

• 0-2 years of experience related to customer advocacy.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills in interactions with others.
• Experience in innovative problem solving.
• Ability to think strategically and set priorities, managing several customer issues across multiple contact channels at any given time.
• Strong attention to detail.
• Flexible with work hours and able to perform occasional client site visits.
• Ability to collaborate effectively with a team and maintain composure in stressful situations.
• Proficiency with Microsoft Office products including Excel, PowerPoint, and Word.
• Must have an Android or iOS device compatible with the free Microsoft Authenticator app.

Qualifications

• Bachelor’s degree preferred or equivalent experience.
• Previous experience in teaching, social work, or related fields is not required but is an asset.

Schedule

This role is designated as fully remote. The work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania, and the incumbent will not be required to report to one of Independence’s physical office locations.