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Bilingual Customer Experience Representative
2 months ago
NxT Level is seeking a highly skilled and compassionate Bilingual Member Experience Associate to join our team. As a key member of our customer service team, you will play a vital role in ensuring our clients' Medicare members receive exceptional support and care.
Key Responsibilities- Member Support: Provide outreach and support to Medicare members, navigating them through their healthcare and benefits, and connecting them with their provider network, health plan operations, and supplemental vendors.
- Communication: Serve as a subject matter expert, understanding procedures, protocols, benefits, services, and other necessary information to resolve member issues and inquiries.
- Case Ownership: Maintain ownership of Tier 1, Tier 2, and Tier 3 matters, working towards swift resolution and exceeding member satisfaction expectations.
- Collaboration: Collaborate with partners, including other departments, supplemental benefit vendors, and provider networks, to facilitate the member experience.
- Customer Service: Excel in customer service, contributing to a culture of going above and beyond to ensure the highest level of member satisfaction.
- Language Skills: Ability to read and interpret documents, write routine reports, and speak effectively before groups.
- Mathematical Skills: Ability to perform basic mathematical operations and apply common sense understanding to carry out instructions.
- Reasoning Skills: Ability to apply common sense understanding to deal with problems involving a few concrete variables in standardized situations.
- Computer Literacy: Basic understanding of Microsoft Office Products and typing skills.
- Experience: Experience helping members navigate access to care through Medicare Advantage or HMO, including referrals and authorizations.
- Outbound Call Center Experience: Outbound call center experience, including welcome/onboarding, appointment scheduling, retention, sales, or other health care/health plan related programs.
- Availability: Availability to work full-time and overtime through the Annual Enrollment Period and Open Enrollment Period.
NxT Level offers a competitive hourly rate of $18-$23, depending on experience, and eligibility for overtime.
