Member Outreach Representative

Responsibilities

• Exhibits courtesy, compassion, empathy, and respect in all outbound communications with members and providers.
• Utilizes proper judgment in handling difficult or unusual calls.
• Responsible for learning and keeping current with Fallon products, policies and procedures.
• Responsible for documenting the results of all outbound calls using an electronic or written form.
• Makes Welcome/Outreach telephone calls to Fallon members providing product knowledge, customer assistance, and problem solving.
• Administers member telephone surveys.
• Works from a script, asks both open-ended and closed ended questions of members in order to capture information such as why the member joined Fallon, how satisfied the member is with Fallon and why the member left Fallon.
• Maintains the highest degree of member/patient confidentiality.
• Works both as a team member and as an individual depending on assigned project.
• Works on special projects and other tasks such as focus group recruitment and data entry as assigned by the Market Research Managers or executive staff.
• Assists Fallon members by creating formal research cases.
• When necessary, is responsible for properly documenting member issues and entering information into a specialized company database.

Qualifications

• A high school diploma or GED is preferred but we would consider relevant customer service call center work experience in lieu of this.
• A bachelor’s degree or advanced education is also preferred but not required.
• No licenses or certifications are required.
• Minimum of one year Customer Service experience in a call center environment.
• Basic computer skills are required.

Pay

In accordance with the Massachusetts Wage Transparency Act, the pay rate for this position is $19.50 per hour, which reflects what we reasonably and in good faith expect to pay at the time of posting.