Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity.
Capture member information accurately and update systems with complete and concise data.
Ensure flexibility, stay organized, and comply with constantly changing programs and business rules.
Investigate issues that cannot be resolved at the time of initial call.
Collaborate with internal teams to research and follow up with the Member until a resolution occurs.

High School Diploma or equivalent required.
2+ years of experience in a healthcare customer service role.
1+ year of experience in a high-volume call center.
Ability to work 40 hours/week, Monday
Friday, with shift availability between 7:00 a.m. and 9:00 p.m. Eastern Time is required.
Proficient computer skills including Microsoft Word, Excel, Outlook required.
Capacity to work unencumbered and independently in a home office/virtual environment.
Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted.
Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease.
Demonstrated sensitivity, empathy, and compassion with Member callers.
Able to maintain confidentiality and adhere to HIPAA requirements.
Excellent written communication: ability to document caller interactions in a concise manner.
Active listening skills while providing exceptional customer service.
Excellent verbal communication skills with the ability to present information in an empathetic, clear, way.
Must be adaptable, flexible, and readily able to adjust to changing situations.
Able to apply logical thinking when evaluating problems.
Adept to interacting with diverse populations.
Overtime may be required at times during peak seasons.

Excellent medical, dental, supplemental health, life and vision coverage for you and your dependents with no wait period.
Life and disability insurance.
A great 401(k) with company match.
Tuition assistance, paid parental leave and backup family care.
Dynamic, modern work environments that promote collaboration and creativity to develop and empower talent.
Flexible time off, dress code, and work location policies to balance your work and life in the ways that suit you best.
Employee Resource Groups that advocate for inclusion and diversity in all that we do.
Social responsibility in all aspects of our work.

Customer Engagement Specialist

Key skills