Account Associate - Member Advocate
Franklin, TN
Remote
Full Time
POSTED ON 8/12/2022
CLOSED ON 1/31/2023
Job Posting for Account Associate - Member Advocate at Medical Recruitment Strategies
*** Fully Remote - follow Central time zone as far as Hours of Operation
This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills. This role is a contingent position and does not require a Health license to perform duties. Converting to full-time will be considered as performance is evaluated.
Job Responsibilities:
Accountabilities:
- 4-year college degree
- 1 to 2 years in a Customer Service capacity
- Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. "Customer is always right" attitude)
- Adoptable to high pressure, achievement-oriented environment
- High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.
- Bilingual in English and Spanish a plus
- Has 1 years of customer/member service experience, including experience handling difficult situations, is preferred.
This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills. This role is a contingent position and does not require a Health license to perform duties. Converting to full-time will be considered as performance is evaluated.
Job Responsibilities:
- Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.
- Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.
- Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.
- Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.
- Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.
- Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
- Work effectively within a team and across the organization, to further the goals of the business.
- Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching's etc.
- Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.
- Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills
- Other duties as assigned
Accountabilities:
- Strong understanding of products, services, and processes offered by the company
- Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics
- Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives.
- Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives
- Displays empathy and resilience when dealing with our members who need help
- Gains our members trust and respect by establishing and maintaining effective relationships
- Attention to detail and excellent interpersonal skills
- Discretion in handling and communicating sensitive information
- Ability to manage multiple projects at once in a fast-paced environment
- A positive attitude and willingness to do whatever it takes to get the job done
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Salary.com Estimation for Account Associate - Member Advocate in Franklin, TN
$35,511 to $45,675
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