Senior Customer Service Associate - EmblemHealth : Job Details

Senior Customer Service Associate

EmblemHealth

Job Location : Farmington,CT, USA

Posted on : 2025-01-06T07:49:01Z

Job Description :
Summary:
  • Research, mentor and provide issue resolution, including escalated calls with a member-centric sense of urgency.
  • Identify, recommend, and implement process improvement opportunities to elevate the member experience and create call center efficiencies; support a variety of production non-phone tasks, correspondence and complex research while working closely with the training team to present training opportunities based on data and trending.
  • Actively participate as a Subject Matter Expert (SME) on cross-functional projects from initial development to implementation; create and promote a culture that inspires others towards teamwork and collaboration as well as customer advocacy.
Responsibilities:
  • Resolve provider and member issues: provide constant feedback and recommend solutions/resolutions.
  • Serve as customer advocate by providing assistance to resolve callers' issues and problems; ensure proper issue closure and documentation.
  • Serve as primary resource to respond and handle in-person customer support.
  • Non-call tasks: Analyze and work production baskets to ensure timely resolution.
  • Provide high quality, timely and accurate responses to customer correspondence and report requests.
  • Leadership and support: mentor and coach Customer Service Associates.
  • Serve as backup for/extension of leadership team empowered to handle emotional, escalated calls.
  • Process improvement: identify, research and exploit cross-functional process improvement opportunities.
  • Track and trend issues to determine if education or policy and procedural updates need to be made.
  • Serve as primary source of expertise for projects and initiatives.
  • Provide technical, administrative, and experiential support as needed on tasks/projects.
  • Accountable for being an ambassador of the call center vision and mission, and inspire others towards teamwork, customer advocacy, and positive culture.
  • Perform other related projects and duties as directed or required.
Qualifications:
  • Bachelor's Degree - additional experience/specialized training may be considered in lieu of educational requirements required
  • 2 - 3+ years of relevant, professional work experience required
  • Knowledge of medical terminology/coding; provider reimbursement; coordination of benefits; and medical claims required
  • Ability to successfully manage multiple tasks simultaneously, with varying priority levels and deadlines required
  • Ability to handle high volume of calls efficiently and courteously required
  • Excellent customer service skills (telephonic, electronic, and in-person) required
  • Excellent communication skills (verbal, written, interpersonal) with all types/levels of audience required
  • Attention to detail; problem identification and resolution skills required
  • Ability to perform basic to moderate analysis of information and data preferred
  • Ability to perform in office environment with extended periods of sitting, using telephone, and viewing computer screens, standing, and reaching, lifting, filing required
Apply Now!
Similar Jobs ( 0)
-- View More Similar Jobs --