customer relations Remote
Allied Benefit Systems
Full Time
Remote
10.56 - 12.04 USD Today
Job description
MEMBER ADVOCATE
POSITION SUMMARY:
The BPO Member Advocate's primary responsibility for the Provider Search Team will be to assist members in understanding their Plan and assist with finding a provider to fit their needs who accepts the plan. The Member Advocate is responsible for handling inbound calls for provider search and provider access requests as well as making outbound calls to providers to educate them on the plan and determine acceptance status.
The role would remain 100% virtual. The Member Advocate would be expected to handle the BPO Reference Based Plan provider access calls that are in queue, make outbound calls to providers to determine acceptance of the plan for our members, and escalate any provider access issues to management when needed to provide a 100% success rate on provider access. In addition, the Member Advocate will also support other related projects and functions directly related to the Core Value and other BPO Reference Based products as business need dictates.
ESSENTIAL FUNCTIONS:
The BPO Member Advocate's primary responsibility for the Provider Search Team will be to assist members in understanding their Plan and assist with finding a provider to fit their needs who accepts the plan. The Member Advocate is responsible for handling inbound calls for provider search and provider access requests as well as making outbound calls to providers to educate them on the plan and determine acceptance status.
The role would remain 100% virtual. The Member Advocate would be expected to handle the BPO Reference Based Plan provider access calls that are in queue, make outbound calls to providers to determine acceptance of the plan for our members, and escalate any provider access issues to management when needed to provide a 100% success rate on provider access. In addition, the Member Advocate will also support other related projects and functions directly related to the Core Value and other BPO Reference Based products as business need dictates.
ESSENTIAL FUNCTIONS:
- Handle inbound call inquiries for members looking for providers in their requested area.
- Handle outbound calls to various providers in the member’s requested discipline and geographic area to determine plan acceptance for the specific member.
- Coordinate with BPO Client Service Team Members and Manager to handle projects as assigned and assist with ad hoc reports.
- Fosters a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations
- Maintain Customer Service Performance Standards for all BPO Clients.
- Meet and maintain all quality and performance metrics in place for the BPO Member Advocate call center
- Provide a highly personalized member experience dedicated to educating members, providers, Employers, Brokers and Sales on the plan, coverage and the tools and resources that are available to them.
- Demonstrate strength and understanding of all workflows and business processes to execute the overall service strategy for BPO Clients
- Assist with various team projects as assigned
- Perform other duties as assigned
REQUIRED SKILLS AND ABILITIES:
- Excellent verbal and written communication skills.
- Excellent interpersonal and customer service skills.
- Excellent organizational skills and attention to detail.
- Excellent time management skills with a proven ability to meet deadlines.
- Ability to prioritize tasks and to delegate them when appropriate.
- Ability to function well in a high-paced and at times stressful environment.
- Proficient with Microsoft Office Suite or related software.
- Technically capable of learning new systems and technologies.
EDUCATION AND EXPERIENCE:
- Bachelor’s degree or equivalent work experience preferred
- 1-3 years of Customer Service experience required
- Experience in employee health and benefit plan administration preferred
COMPETENCIES:
- Communication
- Customer Focus
- Accountability
- Functional/Technical Job Skills
PHYSICAL DEMANDS:
Ability to sit for long periods of time. Ability to communicate via telephone.
WORK ENVIRONMENT:
Remote
