Associate, VOC Specialist (Escalation - Bilingual Preferred)

About the role

A Voice of the Customer Associate is primarily responsible for ensuring our Members are optimizing the benefits of our using our services. Healthcare is personal. This position embraces the challenge of reaching out to our Members to understand their needs and how Ametros can best help meet them so they can have the treatment they need, at the best price we can secure for them, with the least amount of hassle.

Responsibilities

• Act as a customer support representative, responsible for proactively reaching out to Members to understand their individual needs, educate and support them to ensure they are optimizing their benefits with Ametros.
• Use a systematic approach to retain Members who are not fulfilling their full potential with Ametros, including members whose pattern of usage (of provider services, medications and/or Durable Medical Equipment) has changed significantly and members using out-of-network services which may represent missed opportunities to save money on their care.
• Act as a resource for large and complex Member relationships.
• Handle all Member issues and complex escalations with the goal of maintaining our high levels of member retention.

Skills and Abilities

• Relationship management skills and openness to feedback.
• Proven Sales Ability - able to overcome objections.
• Professional Verbal and written communication.
• Ability to show Initiative in providing the best experience possible for our members.
• Organization & time management skills; especially related to following up on issues.
• Meticulous attention to detail.
• Ability to work well in a team and as an individual contributor in a fast-paced environment.
• Familiarity with worker's compensation industry.
• Knowledge regarding Medicare Set-asides.
• In depth knowledge about Ametros products and services.

Qualifications

• H.S. Diploma or General Education Degree (GED) required
• Associate’s Degree (AA) preferred
• 3-4 years experience in a customer service or inside sales role required

Pay

The estimated salary range for this position is $23.00USD to $25.00USD. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.

Schedule

N/A

Benefits

N/A

Company Information

Webster Financial Corporation and its subsidiaries (“Webster”) are equal opportunity employers that are committed to sustaining an inclusive environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, marital status, national origin, ancestry, citizenship, sex, sexual orientation, gender identity and/or expression, physical or mental disability, protected veteran status, or any other characteristic protected by law.