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Member Services Associate, Outbound Call Center

MVP Health Care
Rochester, NY, USA
$20 an hour
Full-time

Member Services Associate, Outbound Call Center

625 State St, Schenectady, NY 12305, USA Rochester, NY, USA Tarrytown, NY, USA Req #2097 Friday, June 21, 2024 Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow.

We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds tech people, numbers people, even people people working together to make health insurance better.

If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference it’s time to make a healthy career move to MVP!

Status : Full Time, Non-Exempt

This individual will be part of the outreach experience focused on delivering value added services. Success will be determined by establishing a meaningful connection which improves the customer experience, increases member health care literacy, and contributes to customer retention.

Majority of contact is via telephone, with some written correspondence / e-mail as needed.Perform outbound campaigns in support of meeting quality objectives, to welcome new members to plans, and to meet defined objectives as outlined for each campaign.

Ability to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere. Deliver excellent customer service on each call.

Meet individual accessibility and outreach goals, and team goals for industry standard closely with all other MVP departments, especially Quality, Operations, Utilization Management, Sales and Professional Relations.

Off call work may include service issue research and resolution, reporting, special projects, etc.Performs other duties as assigned.

  • Must have the ability to work in a fast-paced environment and manage the challenges inherent with a call center atmosphere while delivering excellent service on every call.
  • Demonstrate excellent communication skills, applying soft skills during interactions with diverse clientele.
  • Develops a comprehensive understanding of all lines of business. On an ongoing basis, educates members about their benefits and MVP’s procedures.
  • Manages first call resolutions and perform tasks efficiently; adhering to guidelines on call avoidance, average handle time, hold time, and after call work.
  • Researches information needed to correctly respond to customer concerns. Asks appropriate questions to ensure a clear understanding of customer’s concern.
  • Delivers service with integrity. Clearly explains all policies and procedures on both incoming and out-going calls.
  • Applies technical skills required to simultaneously access multiple databases while addressing customer needs.
  • Documents all customer contacts, performing data input in a highly accurate manner.
  • Serve as a liaison between our internal and external customers, always representing the company in a professional and courteous manner.
  • Conducts outbound campaigns for all lines of business, must be self-directed, organized, confident, and able to flex communication and presentation skills to the needs of the customer.
  • Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion.

Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved.

  • Obtains NYS Market Place Facilitated Enroller certification also known as Certified Application Counselor (CAC) within 1st year from date of hire.
  • Performs other duties as assigned.

POSITION QUALIFICATIONS :

Minimum Education :

High School diploma or equivalent when possesses customer service employment

experience.

Post high school education (Associates degree, college courses) preferred.

Minimum Experience :

Minimum 1 3 years customer service experience and / or relevant office experience

required.

  • Experience in positions where adherence to strict confidentiality is required.
  • Healthcare, health insurance experience preferred Call Center experience preferred.

Required Skills :

  • Strong problem-solving skills with effective oral and written communication skills.
  • Have strong interpersonal skills and exhibit good judgment.
  • Collaborative skills : ability to work in team environment.
  • Demonstrated excellent customer service skills including superior accountability and follow

through.

Demonstrated PC skills using Microsoft applications.

Preferred Skills :

  • Bilingual (Spanish speaking) excellent telephone / communication skills.
  • 2 days ago
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