Customer Service Representative

4 weeks ago


Seattle, Washington, United States NxT Level Full time

The Customer Experience Coordinator plays a vital role in ensuring our clients' Medicare members have access to the care they need.

You will be the key to navigating their members through their healthcare and benefits, connecting the dots between their provider network, health plan operations, and supplemental vendors.

This is a role for a passionate and experienced customer service representative who understands the meaningful contribution they make to our members' healthcare outcomes.

Key Responsibilities:

  • Understand procedures, protocols, benefits, services, and necessary information to resolve member issues and inquiries.
  • Provide outbound and inbound support via the phone at a fast pace.
  • Maintain case ownership of Tier 1, Tier 2, and Tier 3 matters that require support to resolution.
  • Manage member communication preferences, including time of day, channel, and language.
  • Collaborate with partners to facilitate the member experience.

Requirements:

  • Ability to read and interpret documents, write routine reports, and speak effectively before groups.
  • Basic understanding of Microsoft Office Products and computer literacy.
  • Typing speed of 40+ words per minute.

Preferred Qualifications:

  • Experience helping members navigate access to care through Medicare Advantage or HMO.
  • Outbound call center experience, including welcome/onboarding, appointment scheduling, retention, sales, or other health care/health plan related programs.


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