Client Care Associate

Position Summary

My Senior Health Plan (MSHP) is seeking compassionate, professional, and service-oriented Client Care Associates to join our Client Services team. This role is responsible for delivering exceptional client experiences through inbound and outbound phone interactions, supporting client inquiries, conducting welcome calls for new clients, and assisting with ongoing client engagement initiatives. The ideal candidate is an excellent communicator who enjoys helping others, is comfortable speaking with seniors and their families, and demonstrates a commitment to providing outstanding customer service. This individual will play a key role in strengthening client relationships and ensuring a positive experience throughout the client journey.

Essential Duties And Responsibilities

• Conduct welcome calls to new MSHP clients to introduce services, answer questions, and ensure a smooth onboarding experience.
• Make outbound calls to clients for follow-ups, service updates, appointment reminders, surveys, and other client care initiatives.
• Receive and manage inbound phone calls from clients, caregivers, and prospective clients.
• Build positive relationships with clients through professional and empathetic communication.
• Aid clients with general questions regarding services, processes, and available resources.
• Escalate complex issues or concerns to appropriate team members when necessary.
• Document all client interactions accurately within company systems and databases.
• Maintain confidentiality and compliance with all company policies and applicable regulations.

Qualifications

• High school diploma or GED.
• Minimum 1 year of customer service, client support, call center, healthcare, insurance, or related experience.
• Strong verbal and written communication skills.
• Comfortable making and receiving high volumes of phone calls.
• Strong organizational skills and attention to detail.
• Ability to multitask and manage competing priorities.
• Proficiency with Microsoft Office applications and web-based systems.
• Preferred: Experience working with Medicare beneficiaries, seniors, healthcare, or insurance clients; Experience with customer relationship management (CRM) platforms; Bilingual capabilities are a plus.

Key Competencies

• Customer Service Excellence
• Empathy and Compassion
• Relationship Building
• Professional Communication
• Problem Solving
• Accountability
• Time Management
• Team Collaboration
• Adaptability

Physical Requirements

• Prolonged periods of sitting and working on a computer.
• Ability to communicate effectively by telephone and video conferencing.
• Ability to work in a fast-paced environment while maintaining professionalism and accuracy.

Why Join My Senior Health Plan?

At MSHP, we are committed to helping individuals navigate their healthcare options with confidence and care. Our team is passionate about making a difference in the lives of seniors and their families. If you enjoy helping people, building relationships, and providing exceptional service, we'd love to hear from you.