Client Support Representative I

1 week ago

New York, New York, United States Advance Care Alliance Full time

Position Overview

Advance Care Alliance is committed to delivering exceptional support to individuals with Intellectual and Developmental Disabilities through comprehensive care management and service coordination. Our organization serves over 25,000 individuals across various regions, ensuring that their needs are met with compassion and professionalism.

Role Summary:

The Customer Service Specialist I plays a vital role in providing exemplary assistance to our members, providers, and other stakeholders. This position involves addressing inquiries, resolving complaints, and effectively communicating information to facilitate prompt solutions. The specialist will manage both incoming and outgoing communications, striving to create a positive interaction for every caller.

Key Responsibilities:

  • Serve as a representative of the organization for first-time callers and those seeking enrollment information.
  • Ensure that all callers are treated with respect and dignity.
  • Handle a high volume of calls efficiently while maintaining a personalized approach to each interaction.
  • Assess callers' needs, clarify information, investigate issues, document all communications in the CRM, and assign follow-ups as necessary.
  • Direct callers to the appropriate departments and teams, providing clear information on who can assist them.
  • Record all conversations in the call center database (CRM) following the required format.
  • Support various departments with telephonic outreach and administrative tasks, including Enrollment, Benefits Access, Care Management, IT, and Human Resources.
  • Conduct outbound Member Satisfaction Calls as assigned, documenting responses and reporting significant concerns to the Director of Customer Service.
  • Address any emergency situations that may arise during calls, ensuring the safety of the caller.
  • Report any allegations of abuse or neglect as communicated through the Customer Service Center.
  • Adhere to all organizational policies and procedures.
  • Perform additional duties as assigned.
  • Maintain confidentiality at all times.
  • Possess a valid Driver's License from New York or a contiguous state, or demonstrate the ability to utilize public transportation for in-person meetings as required.

Required Skills and Competencies:

  • Strong clinical comprehension.
  • Results-oriented mindset.
  • Effective decision-making abilities.
  • Proficient problem-solving and analytical skills.
  • Excellent communication skills.
  • Strong organizational capabilities.
  • Team-oriented approach.
  • Effective time management skills.
  • Customer/client-focused attitude.

Qualifications:

  • High School diploma with prior experience in a customer support role, such as a call center, is required. A bachelor's degree or associate degree is preferred. Bilingual candidates are encouraged to apply.
  • Previous experience in customer support is essential.
  • Experience working with individuals and families of those with I/DD is preferred but not mandatory.
  • Strong verbal communication skills and active listening abilities.
  • Customer-focused with the ability to adapt to various personality types.
  • Ability to multitask, prioritize, and resolve issues effectively.
  • Demonstrate professionalism, respect, and teamwork.
  • Strong customer service skills are essential.

Physical Requirements:

  • Prolonged periods of sitting at a desk and working on a computer.
  • A work environment that ensures privacy and is free from background noise is necessary.

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