Customer Engagement Specialist V

2 weeks ago

Largo, Florida, United States Diagnostic Clinic Medical Group Full time
Position Overview:
This role involves managing a significant volume of both outbound and inbound communications. We seek empathetic individuals who thrive on connecting with our members. Core working hours are from 9 AM to 5 PM, Monday through Friday.

Key Responsibilities:

Deliver exceptional customer support to plan members and providers by addressing inquiries related to benefits, investigating issues, and ensuring a clear understanding of the organization's offerings.

Utilizing a structured member worklist, the Engagement Specialist will initiate outbound calls to members, facilitating appointments with our Care Team Registered Nurses and coordinating seamless transfers to the Registered Nurse Care Manager.

Act as a resource within Care Management to link members with the appropriate organizational teams for resolving complaints regarding services, benefits, and contract limitations, aiming for swift and satisfactory resolutions.

Contribute to Care Management objectives focused on Member Engagement and Satisfaction through exemplary service.

Support ongoing improvement initiatives by proactively identifying, investigating, and resolving issues through effective communication and collaboration with relevant contacts.

Provide mentorship and expertise to less experienced Engagement Coordinators.

Comply with all job-related compliance, member authentication, and PHI policies and procedures.


Qualifications:

Required:
- A minimum of 3 years of relevant experience or a combination of transferable experience and education. Experience should include customer service, issue resolution, and contact center operations.
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
- Strong typing skills.

Preferred:
- Familiarity with systems such as JIVA, Customer Connect, or CareConnect.
- An associate or bachelor's degree in a related field.


General Physical Demands:

Sedentary Work:
Involves exerting up to 10 pounds of force occasionally to move objects. Roles are considered sedentary if activities requiring walking or standing are only needed occasionally.


What We Offer:

As part of the Diagnostic Clinic Medical Group, you will flourish in a culture that values individual well-being and teamwork in serving our members and communities. Comprehensive benefits are provided to support your overall health.

Employee Benefits Include:
- Medical, dental, vision, life, and global travel health insurance.
- Income protection benefits including life insurance and short- and long-term disability programs.
- Leave programs tailored to personal circumstances.
- Retirement Savings Plan with employer contributions and matching.
- Paid time off, volunteer time off, 10 holidays, and two flexible Well-Being days.
- Additional voluntary benefits available.

Our benefits are designed to comply with federal and state employment laws and may vary based on your location. Benefits for interns, part-time, and seasonal employees may differ.

To enhance your financial well-being, we offer competitive compensation along with opportunities for incentive or commission pay. Regular annual reviews are conducted with performance-based considerations for salary increases.


Hourly Pay Range:
$19 - $31
Typical Hourly Pay Range:
$19 - $24

Final compensation will be determined based on market competitiveness, internal equity, and the relevant knowledge, skills, training, and experience you bring to the role.

We are an Equal Opportunity/Protected Veteran/Disabled Employer committed to fostering a diverse, inclusive, and equitable culture for our employees and communities.

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