On Site Customer Service Representative (Farmington)

Essential Job Information

• Must attend a 6 - 8 weeks onsite classroom training; Monday through Friday 9:30am to 6 pm
• After completion of training, must be available and flexible to work any shift within any of our operation hours of 8am- 8 pm including weekends

Compensation And Benefits

• Hourly Pay Rate is $22.50
• We offer competitive health and wellness benefits

Job Responsibilities

• Create a connection and develop rapport with members to provide outstanding personalized service
• Identify customer needs and assist in providing complete resolution of customer concerns including claims, benefit and enrollment inquiries through health plan navigation and collaboration with other internal groups
• Serve as an expert in EmblemHealth products, services and technology platforms
• Champion efforts to solve the members request on the initial call; provide follow up if not solved on the initial call
• Inform and educate members on how to utilize self service capabilities and functionality with the portals and mobile application
• Act as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary
• Proactively provide information and recommendations to maximize the customer experience: gather and provide feedback to stakeholders based on member feedback to further improve customer experience

Qualifications

• Bachelors’ degree
• 1 – 2+ years of relevant, professional work experience required
• Healthcare experience including pharmacy background preferred
• Additional experience/specialized training may be considered in lieu of educational requirements required
• Proficient with MS Office (Word, Excel, Powerpoint, Teams, Outlook, etc.) required
• Strong customer service skills and the ability to empathize with the customer’s perspective required
• Knowledge of health insurance industry required
• Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
• Able to clearly and effectively convey information and concepts to customers required
• Dependability and adaptability required
• Commitment to quality and continuous improvement required
• Strong problem-solving skills to be applied to a wide array of business challenges required
• High level of proficiency all applicable systems and processes required