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Member Services Associate, Outbound Call Center

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Schenectady, United States MVP Health Care Full time

Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds-tech people, numbers people, even people people-working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference-it's time to make a healthy career move to MVP

Status: Full Time, Non-Exempt

This individual will be part of the outreach experience focused on delivering value added services. Success will be determined by establishing a meaningful connection which improves the customer experience, increases member health care literacy, and contributes to customer retention. Majority of contact is via telephone, with some written correspondence/e-mail as needed. Perform outbound campaigns in support of meeting quality objectives, to welcome new members to plans, and to meet defined objectives as outlined for each campaign. Ability to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere. Deliver excellent customer service on each call. Meet individual accessibility and outreach goals, and team goals for industry standard benchmarks. Work closely with all other MVP departments, especially Quality, Operations, Utilization Management, Sales and Professional Relations. Off call work may include service issue research and resolution, reporting, special projects, etc. Performs other duties as assigned.

  • Must have the ability to work in a fast-paced environment and manage the challenges inherent with a call center atmosphere while delivering excellent service on every call.
  • Demonstrate excellent communication skills, applying soft skills during interactions with diverse clientele.
  • Develops a comprehensive understanding of all lines of business. On an ongoing basis, educates members about their benefits and MVP's procedures.
  • Manages first call resolutions and perform tasks efficiently; adhering to guidelines on call avoidance, average handle time, hold time, and after call work.
  • Researches information needed to correctly respond to customer concerns. Asks appropriate questions to ensure a clear understanding of customer's concern.
  • Delivers service with integrity. Clearly explains all policies and procedures on both incoming and out-going calls.
  • Applies technical skills required to simultaneously access multiple databases while addressing customer needs.
  • Documents all customer contacts, performing data input in a highly accurate manner.
  • Serve as a liaison between our internal and external customers, always representing the company in a professional and courteous manner.
  • Conducts outbound campaigns for all lines of business, must be self-directed, organized, confident, and able to flex communication and presentation skills to the needs of the customer.
  • Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion. Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved.
  • Obtains NYS Market Place Facilitated Enroller certification also known as Certified Application Counselor (CAC) within 1st year from date of hire.
  • Performs other duties as assigned.
POSITION QUALIFICATIONS:

Minimum Education:
  • High School diploma or equivalent when possesses customer service employment
    experience.
  • Post high school education (Associates degree, college courses) preferred.
Minimum Experience:
  • Minimum 1 - 3 years customer service experience and/or relevant office experience
    required.
  • Experience in positions where adherence to strict confidentiality is required.
  • Healthcare, health insurance experience preferred Call Center experience preferred.
Required Skills:
  • Strong problem-solving skills with effective oral and written communication skills.
  • Have strong interpersonal skills and exhibit good judgment.
  • Collaborative skills: ability to work in team environment.
  • Demonstrated excellent customer service skills including superior accountability and follow
    through.
  • Demonstrated PC skills using Microsoft applications.
Preferred Skills:
  • Bilingual (Spanish speaking) excellent telephone/communication skills.
About MVP

MVP Health Care is a nationally recognized, not-for-profit health insurer caring for members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve.

At MVP, we are committed to providing competitive employee compensation and benefits packages. The base pay range provided for this role reflects our good faith compensation estimate at the time of posting. Specific employment offers and associated compensation will be made individually based on several factors, including but not limited to geographic location; relevant experience, education, and training; and the nature of and demand for the role.

In addition, we offer a comprehensive benefits package that includes:
  • Considerable paid time away from work including PTO (Paid Time Off), sick time, service time off, paid holidays, and floating holidays, allowing you to take time off when it suits you best.
  • Competitive 401(k) employer matching and profit-sharing program to help you save for your retirement.
  • Low premium health benefits including medical, dental, and vision coverage to support your well-being and that of your family.
  • Life insurance and disability coverage to ensure financial security for you and your dependents.
  • An array of optional benefit plans such as accident insurance and specified disease coverage to protect you from the unexpected.
  • Full tuition reimbursement (up to the IRS limit) for approved courses and programs that support continuous learning.
  • A best-in-class employee Well-Being program to support all dimensions of your health and wellness.
MVP Health Care analyzes the latest market data to determine employee compensation. Compensation figures listed in a job posting are subject to change as new market data becomes available. The salary range, other compensation, and benefits information is accurate as of the date of this posting. MVP Health Care reserves the right to modify this information at any time, subject to applicable law. More detailed information about totalcompensation and benefits will be provided during the hiring process.

MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the Know your Rights protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at hr@mvphealthcare.com

Please apply and learn more - including how you may become a proud member of our team.

Other details
  • Job Family Customer Service
  • Pay Type Hourly
  • Min Hiring Rate $20.00
  • Max Hiring Rate $33.12


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