Member Services Coordinator
1 month ago
Initiates, coordinates, and executes specialized operational support functions for the Contact Center, with a primary focus on delivering exceptional care and attention to members' transportation services and needs. Responsibilities include overseeing quality checks, establishing controls and training programs, confirming transportation appointments, conducting customer quality surveys, and overseeing outreach programs.DUTIES & RESPONSIBILITIES
- Manages the appointment confirmation process, overseeing quality assurance, call assignment, completion verification, and process training to uphold established protocols and quality benchmarks.
- Arranges outreach initiatives targeting high-risk members, guaranteeing smooth transportation, operational efficiency, and positive member interactions.
- Proactively communicates with members to address transportation-related dissatisfaction or complaints, resolving issues to preempt formal grievances.
- Conducts thorough research and analysis of contact center metrics, compiling statistical reports for informed decision-making.
- Assists in developing and implementing departmental systems and procedures as necessary to enhance operational effectiveness.
- Coordinates visitor scheduling meet-and-greets, and tours of the contact center to facilitate visitor experiences.
- Collaborates with other Alivi teams to provide support for special projects as required.
- Executes various tasks as assigned by management, ensuring timely and efficient completion.
- Manages health plan authorizations, mileage reimbursement, and standing orders for transportation benefits.
- Conducts comprehensive eligibility investigations to ensure uninterrupted benefits for members.
- Handles client email requests and health plan escalations, ensuring prompt and effective responses.
- Completion of an associate degree or equivalent educational background.
- Minimum of 3 years of related experience, or an equivalent combination of education and professional background.
- Proficient in verbal and written communication, demonstrating clarity and effectiveness.
- Possesses strong organizational, problem-solving, and analytical abilities.
- Capable of managing priorities and workflow efficiently.
- Demonstrates the ability to comprehend and execute written and verbal instructions.
- Exhibits effective interpersonal skills to interact with individuals across all organizational levels.
- Exercises good judgment, making timely and well-founded decisions.
- Capable of working autonomously or collaboratively within cross-functional teams.
- Demonstrates adaptability, flexibility, and readiness to adapt to evolving priorities.
- Pays acute attention to detail, ensuring precision and accuracy in tasks.
- Displays a commitment to excellence and upholds high standards of performance.
- Exhibits strong interpersonal skills, fostering positive relationships with others.
- Bilingual proficiency (English/Spanish) is advantageous.
- Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.
- Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.
- Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
- Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.
- Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.
- Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
- Cost Consciousness - Works within approved budget; Develops and implements cost saving measures; Contributes to profits and revenue; Conserves organizational resources.
- Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
- Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.
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