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Client Services Associate
2 months ago
Zing Health is an innovative insurance provider focused on enhancing Medicare Advantage for individuals aged 65 and older. With a strong emphasis on community engagement, Zing Health understands the vital role that social factors play in maintaining health for individuals and communities alike. The organization is dedicated to placing both the physician and the member at the forefront of healthcare delivery. Members benefit from tailored support to ensure a seamless transition to Zing Health, along with personalized plan options, access to facilities that cater to their healthcare needs, and a committed care team. For further details about Zing Health, please visit our website.
SUMMARY
The Customer Support Specialist serves as the main point of contact for Zing members. This role involves efficiently managing and resolving inquiries and concerns with precision. The specialist is tasked with meticulously documenting caller interactions, which may encompass member details, nature of the issue, resolution provided, and any necessary follow-up actions.
JOB RESPONSIBILITIES:
- Deliver service resolutions within established service levels and act as the initial contact for escalated service matters.
- Strive to resolve inquiries during the first interaction for all incoming calls.
- Engage with members, providers, and various caller types through phone, email, web services, etc., while accurately recording all activities.
- Effectively navigate and understand all relevant Zing Health systems and associated platforms that pertain to the business.
- Provide prompt and precise information to callers, while proactively collaborating with team members and other departments to ensure effective, compliant, and high-quality resolutions.
- Familiarize oneself with CMS guidelines related to business areas such as membership, provider partnerships, marketing, enrollment/disenrollment, and claims.
- Inform callers about their onboarding process, coverage specifics, benefits, and more.
- Achieve target performance metrics, which may include call handling, caller satisfaction, quality assessments, STAR score initiatives, etc., while maintaining an average audit score of 95% consistently.
- Provide ongoing and proactive feedback to the leadership team when challenges in business execution arise.
REQUIRED:
- High school diploma or GED
- Minimum of 2 years in customer service, with at least 1 year in a call center environment
- 2+ years of experience in health insurance, particularly in Medicare
SALARY DESCRIPTION:
$43,000.00 to $45,000.00
