What are the responsibilities and job description for the Member Navigator - Bilingual position at Spark Advisors?
Summary
Spark's mission is to democratize seniors' digital access to expert, trusted advice for every step of their post-retirement journey. To do so, we’re building a digital platform enabling top independent agents to reach and advise seniors at scale with the assistance of our exceptional coordinators. The Spark Navigator serves as the liaison between the customer and our fleet of licensed agents to navigate seniors through the often confusing Medicare process. The best candidate for this role is an individual who is flexible, able to work independently and adapt in quickly changing environments.
Key Responsibilities
- Handle inbound and outbound phone calls from Medicare members with a focus on providing an exceptional customer experience utilizing active listening and communication skills
- Assist Medicare members with navigating their benefits, through phone, email, and text channels
- Place outbound calls to list of targeted members to achieve monthly goals
- Supporting members with external assistance application completion, documentation, and education
- Leverage foundational medical insurance concepts and customer service techniques to troubleshoot any customer inquiries and ensure members issues are resolved
- Ability to utilize a customer relationship management system and other software to effectively triage support requests from agents
- Provide a pleasant post enrollment experience for members
- Maintain a high level of punctuality by adhering to the company’s attendance policy and demonstrate the ability to be flexible with scheduling
- Adheres to the core values and mission of Spark and incorporate into daily decision making and initiatives
Skills Knowledge and Expertise
- Bilingual in Spanish (required)
- 2-3 years of experience working in contact centers and customer service operations, preferably in healthcare
- 1-3 years of experience working with Medicare
- Excellent verbal and written communication skills
- Ability to accurately document call information and navigate multiple lines of work efficiently to deliver on team SLAs
- Quickly adapts to new technologies, workflows, and troubleshooting technical issues
- Self-starter able to work independently without much supervision
- Ability to type 50 words-per-minute or more
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