Key skills
Communication
About this role
Role Overview
- Serve as a direct point of contact for members’ questions and concerns.
- Responsible for taking member calls, as well as making proactive calls, as needed.
- Liaison between the members and SCAN’s internal and external stakeholders.
- Ensure that members’ issues/questions/concerns are being addressed across the entire SCAN internal and external value chain with timely and effective resolution.
- Drive SCAN’s Concierge customer service philosophy and are critical to ensure members get their healthcare administrative issues/questions resolved in a timely fashion.
- Assist the team leads, the Concierge and Associate Concierge, in managing their memberships as a book of business.
- Serve primarily on an in-bound call queue resolving member’s questions as they call SCAN.
- Following-up on pending member issues.
- Performing research to resolve a member’s issue.
- Performing proactive outreach to members.
- Performing hand-offs amongst team members regarding resolving member issues.
- Coordinating issue resolution between internal and external stakeholders.
- Support the Concierge in owning and maintaining the relationship with internal and external stakeholders.
- Document interactions with members to update member’s records and help track issue resolution.
Requirements
- 1-2 years call center or related customer service experience, required.
- 1-2 years of prior experience with Medicare benefits, including Medicare Advantage Plans preferred.
- Ability to maintain calm demeanor at all times, including during highly charged situations.
- Data entry and general computer skills (word processing, e-mail) required.
- Effective communication (oral and written) skills.
- Professional/pleasant telephone manner required.
- Ability to handle large call volume, while providing excellent customer service at all times required.
- Demonstrated efficiency/effectiveness in an environment with a high call volume.
- Experience in the healthcare, insurance or pharmacy industry high desirable.
Benefits
- Robust Wellness Program
- Generous paid-time-off (PTO)
- 11 paid holidays per year, 1 floating holiday, birthday off, and 2 volunteer days
- Excellent 401(k) Retirement Saving Plan with employer match
- Robust employee recognition program
- Tuition reimbursement