Customer Service Representative

About the role

First point of contact for all customer service issues. Responsible for ensuring patient/client medications, supplies and equipment are accurately recorded and sent to distribution. Consults with Supervisors to ensure timely and accurate delivery of supplies/equipment. Maintains patient privacy and confidentiality at all times according to established procedures. Provides positive, supportive communication to supervisor, patients, families, visitors and company personnel.

Responsibilities

• Recertification/renewal of membership
• Aid in retaining current qualified members by following a strategic daily work schedule that includes am and pm hours as well as weekends
• Follow appropriate processes to meet and exceed recertification targets set by the department
• Make the recertification process as easy and seamless as possible for our members
• Assist members with completion of recertification applications
• Partner with different parts of the organization to understand any barriers to the member's experience and work to resolve them appropriately
• Meet daily outreach and renewal goals that contribute to overall member retention for the organization
• Assist members with completion of all enrollment activities including but not limited to changing lines of business to ensure member is in the optimal plan, re-enrolling members due to administrative issues, premium payment, etc.
• Aid members with PCP selection as well as locating providers and vendors within the Plan's network
• Provide end-to-end customer support to drive customer satisfaction and improve customer experience
• Interface with internal and external stakeholders to ensure complete resolution
• Communicate verbally and in writing with members for all necessary member retention activities
• Process improvement
• Devise solutions in response to member dissatisfaction/complaints/issues in support of ongoing organizational improvement efforts
• Support any ad hoc projects on process improvements
• Report common trends identified during member outreach

Qualifications

Minimum education level: High school

Language competencies: bilingual preferred- English & Spanish, but also interested in English & Chinese, Russian, Bengali

Licenses/Registrations required: Not specified