We are seeking an Energetic Member Service Representative to join the team of one of our clients in the healthcare industry in Watertown, MA! This position is temporary, and it starts immediately. The best candidate for this role is friendly and welcoming, is very organized, and a professional multi-tasker.
If you are interested and would like to be considered for this opportunity, please submit a copy of your resume today!
Receives and responds to a high volume of incoming telephone calls from members, prospective members, employers, and internal staff.
Efficiently and effectively processes member calls. This includes:
Accesses the most appropriate source of information and proficiently resolving the member’s concern.
Accurately documents the complete encounter and maintains a professional and supportive attitude throughout the call.
Asks probing questions and takes the opportunity to educate members to avoid unnecessary repeat calls.
Investigates member complaints and performs front-line analysis and intervention when appropriate.
Makes necessary outgoing phone calls to resolve member related inquiries.
Meet or exceed department established key performance indicators.
Adheres to assigned schedules to ensure appropriate phone queue coverage.
Demonstrates strong written (e.g., documents calls accurately and comprehensively) and verbal skills.
Employs active listening skills, demonstrates patience and empathy, and is able to handle difficult customers tactfully, courteously and professionally.
Strives for improved efficiency for processing member issues.
Interacts and forms contacts with other departments in order to resolve issues.
Participates in initiatives and/or responds to requests for help to contribute to team and department success. Assists in mentoring new staff as directed.
Assist with department projects as needed.
•High school degree or equivalent.
•1+ years of experience with customer service/sales.
•Strong writing and spoken skills.
•Must be proficient in Microsoft Office.
•Able to work in a fast-paced environment and learn quickly.