We are seeking a customer-focused Member Service Representative to join our client in the healthcare industry in Watertown, MA! This position is temporary for 3-6 months and immediate availability is a must. The ideal candidate for this role will be tech-savvy, detail-oriented, and have a strong phone presence.
•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.
•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.
•Employs active listening skills, demonstrates patience and empathy, and can handle difficult customers tactfully.
•Interacts and forms contacts with other departments to resolve issues.
•Assists with department projects as needed.
•High school degree or equivalent.
•1+ years of experience with customer service/sales.
•Strong written and verbal communication
•Must be proficient in Microsoft Office.
•Able to work in a fast-paced environment and learn quickly.
•Background in food service and retail welcome.
Interested candidate should apply with a resume along with their interview availability!