2009116 Member Services Representative - Boston, MA
Job Information
ID :
#10069298
# of Positions :
1
Experience Required :
1 year
Duration :
Full Time Regular
Shift :
First Shift (Day)
Hours per week :
40
Job Description
APPLY ONLINE TODAY! (no emailed resumes will be reviewed. Please follow link at bottom of job description)
Our Member Services Representatives are responsible for providing accurate and thorough information on Plan benefits, eligibility and enrollment policies to current and prospective members, providers, and internal customers. The Member Services Representatives are also responsible for resolution of customer inquiries and act as a member advocate in order to build member loyalty and extend member retention.
In addition to providing detailed information on a wide range of topics, the Member Representative is responsible for resolution of complex member inquiries, the facilitation of problem resolution, and acting as a member advocate by meeting or exceeding customer's expectations. The Member Representative is expected to take complete responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.
KEY FUNCTIONS & REPSONSIBILITIES:
-Resolves customer inquiries and problems through effective interaction with both internal and external staff‚ particularly in the areas of marketing‚ enrollment‚ provider relations‚ member services and claims.
-Responds to a high volume of incoming calls and customer inquires from current and prospective members‚ providers and both internal and external staff and sees those calls through to completion. Utilizes interpreter services as needed to assist members.
-Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquires and problems
Maintains knowledge of the Plan contracts and effectively interprets information related to BMCHP benefits.
-Employs strong interpersonal skills in order to handle difficult calls courteously and professionally.
-Document calls in accordance with departmental policies.
-Work with peers to solve problems and promotes teamwork.
-Other responsibilities may be added as needed.
EDUCATION & EXPERIENCE:
Required:
-Associates Degree or equivalent relevant work experience.
-One year of Customer Service Experience.
Preferred:
Bachelor's Degree.
Prior Call Center Experience.
COMPETENCIES, SKILLS, & ATTRIBUTES:
-Excellent verbal and written communication skills generally acquired through college or other advanced education is required.
-Proven and outstanding customer service skills, and organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work.
-Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable.
-Ability to make reasonable and sound business decisions based on established BMCHP standards and guidelines.
-Ability to work in a fast-paced environment and to effectively prioritize work.
-Ability to work effectively in a team environment.
-A working knowledge of Microsoft Office products.
Apply online today!
APPLY ONLINE!
http://hostedjobs.openhire.com/epostings/submit.cfm?fuseaction=app.jobinfo&id=23&jobid=290614&company_id=15835&version=1&source=ONLINE&JobOwner=1011615&level=levelid1&levelid1=103736&parent=Customer%20Service&startflag=2
Our Member Services Representatives are responsible for providing accurate and thorough information on Plan benefits, eligibility and enrollment policies to current and prospective members, providers, and internal customers. The Member Services Representatives are also responsible for resolution of customer inquiries and act as a member advocate in order to build member loyalty and extend member retention.
In addition to providing detailed information on a wide range of topics, the Member Representative is responsible for resolution of complex member inquiries, the facilitation of problem resolution, and acting as a member advocate by meeting or exceeding customer's expectations. The Member Representative is expected to take complete responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.
KEY FUNCTIONS & REPSONSIBILITIES:
-Resolves customer inquiries and problems through effective interaction with both internal and external staff‚ particularly in the areas of marketing‚ enrollment‚ provider relations‚ member services and claims.
-Responds to a high volume of incoming calls and customer inquires from current and prospective members‚ providers and both internal and external staff and sees those calls through to completion. Utilizes interpreter services as needed to assist members.
-Utilizes appropriate resource materials to effectively and accurately interpret‚ respond and resolve customer inquires and problems
Maintains knowledge of the Plan contracts and effectively interprets information related to BMCHP benefits.
-Employs strong interpersonal skills in order to handle difficult calls courteously and professionally.
-Document calls in accordance with departmental policies.
-Work with peers to solve problems and promotes teamwork.
-Other responsibilities may be added as needed.
EDUCATION & EXPERIENCE:
Required:
-Associates Degree or equivalent relevant work experience.
-One year of Customer Service Experience.
Preferred:
Bachelor's Degree.
Prior Call Center Experience.
COMPETENCIES, SKILLS, & ATTRIBUTES:
-Excellent verbal and written communication skills generally acquired through college or other advanced education is required.
-Proven and outstanding customer service skills, and organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work.
-Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable.
-Ability to make reasonable and sound business decisions based on established BMCHP standards and guidelines.
-Ability to work in a fast-paced environment and to effectively prioritize work.
-Ability to work effectively in a team environment.
-A working knowledge of Microsoft Office products.
Apply online today!
APPLY ONLINE!
http://hostedjobs.openhire.com/epostings/submit.cfm?fuseaction=app.jobinfo&id=23&jobid=290614&company_id=15835&version=1&source=ONLINE&JobOwner=1011615&level=levelid1&levelid1=103736&parent=Customer%20Service&startflag=2
Company Information
Name :
Description :
Boston Medical Center (BMC) HealthNet Plan is a non-profit managed care organization providing coverage to MassHealth (Medicaid) and Commonwealth Care members. Founded in 1997 by Boston Medical Center, the Plan contracts with providers and hospital systems throughout Massachusetts to deliver care to our members.
Type :
Direct Employer
Address :
2 Copley Place, Suite 600
Boston, MA 02116
Boston, MA 02116
Application Information
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