Universal Agent

Overview

Come join MDVIP as a Telecommuter Universal Agent. Based in Boca Raton, FL, MDVIP has been recognized as a Great Place to Work® employer for four consecutive years and recently named by Fortune and Great Place to Work® as one of the 2021 Best Workplaces in Healthcare & Biopharma™.

This Universal Agent is responsible for providing a seamless customer experience to both potential members and existing members by efficiently executing various membership and sales campaigns.  This role will respond to member service inquiries/requests from MDVIP members, Affiliated Physicians and Physician staff, and MDVIP field personnel. Additional responsibilities include, effectively communicate the benefits of the MDVIP program in a highly customized and consultative way to successfully convert existing patients of a physician’s practice and community prospects to members of an MDVIP practice. 

Responsibilities

Membership Support

• Reads, reviews, and understands MDVIP membership billing processes and policies in order to perform a variety of member services responsibilities, such as new member applications, invoicing, receipts, payments (A/R) and cancellation/reinstatement of memberships.
• Researches and resolves member issues, missing payments, and account adjustments.
• Processes data updates that come through various channels to member, prospect, and physician records.
• Provides MDVIP App and Portal technical support for members.
• Participates in structured outbound calling campaigns to engage with members who are past due on their payments to collect outstanding balances. Documents activities appropriately based upon the member’s individual past-due status.

Physician Practice Support

• Answers and resolves inbound calls to the Practice Support Line. Makes appropriate outbound calls in response to voicemail messages, email inquiries and requests from MDVIP affiliates and practice staff.
• Processes member enrollments, transfers, cancellations, reinstatements and coordinates with the members and affiliates as needed.
• Provides support, guidance and documentation to members needing assistance appealing a Flexible Spending Account claim denial.
• Maintains and executes the End of Scholarship process and seeks to retain those members as paying members for the affiliate.
• Manually prepares receipts and invoices requested by members.
• Provides MDVIP App and Portal technical support for physicians and staff.
• Assesses incoming service-related issues from various sources such as inbound calls, tickets, emails, feedback from various stakeholders and escalates to management as needed for resolution.
• Interacts on an ongoing basis with Practice Development team on physician practice outages regarding MDVIP services, member reports, physician portal outages, collection issues, and member complaints.

Membership Sales

• Sells patients on the benefits of being a member of an MDVIP affiliated practice by consistently tailoring the conversations around the MDVIP Program and benefits that may appeal to the prospective patient. Through conversation is able to identify what components of the program may demonstrate value for each individual prospect.
• Handles inbound activity as well as executing structured outbound call campaigns.
• Accurately documents MDVIP’s CRM (Salesforce) with the outcome of all interactions.
• Performs general research and problem resolution. Escalates patient issues and concerns to management, as necessary.

This job profile is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.

Qualifications

Education / Experience / Knowledge:

High school diploma or general education degree (GED); An Associate degree is desirable, but not required. Minimum of three years related experience and/or training includes prior customer service in a call center environment, or business / administrative experience.

• Proficient at typing with speed and accuracy.
• Ability to establish priorities, work independently, and manage objectives with little supervision.
• Ability to identify, handle and resolve recurring issues.
• Ability to organize and handle multiple tasks simultaneously.
• Knowledge of modern office procedures and methods including telephone communications, office systems, and organized record keeping.

Computer Proficiency:

Proficient in Microsoft Office applications.  Able to learn new software easily. 

Telecommuter roles:  This role is approved for home-based work, from the location identified at the time of hire.  Any change of work location, even on a short-term or interim basis, must be reviewed by the Supervisor and HR and approved at the sole discretion of executive leadership.  At no time may work be performed, or computer systems accessed, from outside of the U.S.