Member Experience Coordinator

1 week ago

Monterey, United States Montage Health Full time
Welcome to Montage Health's application process

Job Description:

Purpose of Position

The Member Experience Coordinator provides support to the Member Experience Department. This individual will have strong customer service experience/abilities. They will work with a high degree of independence and responsibility and is an instrumental part of this small organization's growth and development. They will play a major role in the support of our members. Support will include addressing "walk-in" member concerns, managing weekly/monthly mailings, assisting with the review and update of call center related training material, maintaining call center resource documents, and participating in ongoing performance and quality audits in order to assure consistent, timely, compliant and courteous response to member questions.

Responsibilities
  • Provide superb customer service to members, in person and by phone.
  • Work with the Member Experience Team in identifying opportunities to improve our members' experience, including call center operations.
  • Assist members in accessing Aspire healthcare providers, and other services.
  • Contact providers on member's behalf to coordinate care.
  • Respond to inquiries from members, providers, and other, providing product and benefit information.
  • Provide administrative support to the Member Experience team as requested.
  • Greet visitors, assess needs and direct as necessary. This includes the processing of payments, solving customer service inquiries, and answering plan questions asked by members and prospects.
  • Prepare office correspondence and documents by using MS Word and Excel.
  • Update call center related training material and maintain call center resource documents
  • Participate in ongoing performance and quality audits in order to assure consistent, timely, compliant and courteous response to member questions
  • Assist with the identification of issues impacting customer services' ability to adequately provide information or assistance to members
  • Help plan and staff internal and external activities that promote Aspire Health Plan.
  • Coordinate member transactions, including but not limited to PCP changes, demographic changes, and material fulfillment requests.
  • Manage and carry out weekly and monthly member material mailings, and process returned mail
  • Coordinate with Customer Service in the processing of transportation requests.
  • Meet individual and departmental standards
  • Adhere to all regulatory requirements relating to member confidentiality, documentation, quality, and inquiry response time
  • Other duties as assigned

Competencies
  • Problem Solving and Decision Making: Identifies, analyzes, organizes, and solves problems and issues in a timely, effective manner; uses data and input from others to make sound, timely decisions even in the face of uncertainty.
  • Integrity: Consistently honors commitments and takes responsibility for actions and words.
  • Flexibility: Demonstrates adaptability and openness to alternative solutions and flexibility when interacting with others, understanding their attitudes, needs, interests, and perspectives.
  • Inclusiveness: The ability to network and partner with all internal and external stakeholders including broad and diverse representation of private/public and traditional/non-traditional community organizations.

Position Requirements
  • Minimum A.A. degree or equivalent practical experience in related or similar positions.
  • At least three years' experience in customer service or call center, preferably at the lead or supervisory level.
  • Strong comprehension skills
  • Ability to communicate effectively, including written and verbal communication skills
  • High level of attention to details in obtaining complete and accurate information
  • Problem resolution skills
  • Strong interpersonal skills
  • Ability to key data accurately and rapidly
  • Ability to operate computer equipment and software programs necessary to fulfill position responsibilities
  • Proficient in Microsoft office products including Outlook, Word, PowerPoint and Excel
  • Ability to interact professionally with co-workers, providers, clients, brokers and management-level staff.
  • Excellent phone manner.
  • Must be able to meet established deadlines
  • Bilingual Spanish/English required.

About Aspire

Aspire Health Plan is a locally owned Medicare Advantage HMO that provides comprehensive medical coverage to seniors and other Medicare recipients in Monterey County. We're proud to be a community-centered organization backed by Community Hospital of the Monterey Peninsula and Salinas Valley Memorial Hospital. Over 700 doctors, many other healthcare providers, and all four Monterey County hospitals are part of the Aspire Health Plan network. It's the care you need from people you know.

Aspire Health is an equal opportunity employer.

Pay Rate: $26.00 an hour

Assigned Work Hours:

8:00am - 5:00pm M-F

Position Type:
Regular

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