Care Center Representative

About the Role

Are you passionate about delivering exceptional customer service and helping others navigate their healthcare benefits? We are seeking a Care Center Representative to serve as the first point of contact for members and customers, providing accurate information, resolving concerns, and ensuring a positive customer experience with every interaction.

In this role, you will handle inbound and outbound calls, educate members on benefits and policies, respond to Department of Health audit calls, and act as a liaison between internal and external customers. Successful candidates will demonstrate strong problem-solving abilities, attention to detail, and the ability to efficiently navigate multiple systems while maintaining strict confidentiality and high-quality service standards.

Responsibilities

• Provides optimum customer service as required to maintain existing members and prevent cancellations. The Care Center Representative must take full responsibility for every call to ensure callers' concerns are met.
• Provides world-class customer care to internal and external customers while consistently adhering to all call handling objectives, i.e., hold time, talk time, after call work, schedule adherence, and quality assurance.
• Correctly responds to all Department of Health audit calls on a consistent basis.
• Acts as a liaison between our internal and external customers.
• Responds promptly, accurately, and effectively to all calls in a polite and professional manner.
• Responds to all calls timely and have a clear understanding of call avoidance, such as but not limited to: short calls, intentional disconnects, inappropriate transfers, and inappropriate use of the hold button.
• Performs data input in a highly accurate and timely manner on all customer contacts.
• Simultaneously accesses multiple databases while addressing customer's needs.
• Researches information needed to accurately respond to customer's needs. Asks appropriate questions to ensure a clear understanding of customer's concerns.
• Clearly explains all policies and procedures on both incoming and outgoing calls.
• On an ongoing basis, educates members about their benefits and MVP's procedures.
• Develops a comprehensive understanding of all lines of business. Has the technical skills required to perform tasks efficiently.
• Delivers information in a clear and confident manner.

Requirements

• High School diploma or equivalent when possessing customer service employment experience. (Associate degree, college courses preferred)
• Minimum 1 - 3 years customer service experience and/or relevant office experience required
• Experience in positions where adherence to strict confidentiality is required
• Strong problem-solving skills with effective oral and written communication skills
• Strong interpersonal skills and exhibit good judgment
• Demonstrated excellent customer service skills including superior accountability and follow-through
• Demonstrated PC skills using Microsoft applications
• Power strip with 4 to 6 outlets that has an integrated circuit breaker that cuts power to your extension cord should it experience overvoltage or overheating
• Bilingual (Spanish speaking) with excellent telephone/communication skills

Benefits

• Growth opportunities to uplevel your career
• A people-centric culture embracing and celebrating diverse perspectives, backgrounds, and experiences within our team
• Competitive compensation and comprehensive benefits focused on well-being
• An opportunity to shape the future of health care by joining a team recognized as a Best Place to Work in the NY Capital District, one of the Best Companies to Work For in New York, and an Inclusive Workplace

Pay

$20.00 - $26.60 per hour

Schedule

Located: Virtual NYS