Client Support Representative I

1 week ago

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

Position Overview

ORGANIZATION SUMMARY
Advance Care Alliance is committed to addressing the needs of individuals with Intellectual and Developmental Disabilities by offering comprehensive care management and service coordination. We support a diverse population across various regions, ensuring access to essential services.

ROLE SUMMARY:

The Customer Service Specialist I is responsible for delivering exceptional support to our members, providers, and clients. This role involves responding to inquiries, resolving complaints, and effectively communicating information to facilitate timely resolutions. The specialist will manage both incoming and outgoing communications, striving to create a positive experience for every interaction.

KEY RESPONSIBILITIES:

  • Serve as a representative of the organization for first-time callers and those seeking enrollment information.
  • Ensure all clients 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 details, investigate issues, document interactions in the CRM, and assign follow-ups as necessary.
  • Direct callers to the appropriate departments and teams, providing relevant information about who can assist them.
  • Maintain accurate records of all conversations in the call center database (CRM) following required protocols.
  • Assist with telephonic outreach and administrative tasks for various departments, including Enrollment, Benefits Access, Care Management, IT, and Human Resources.
  • Conduct outbound Member Satisfaction Calls as assigned, documenting responses and alerting management to significant concerns.
  • Address any emergency situations that arise during calls, ensuring the safety of callers as needed.
  • Report any allegations of abuse or neglect received through the Customer Service Center.
  • Adhere to all organizational policies and procedures.
  • Perform additional duties as assigned.
  • Maintain confidentiality at all times.
  • Must possess a valid Driver's License from New York or a contiguous state, or have the ability to utilize public transportation for in-person meetings as required.

REQUIRED SKILLS AND QUALIFICATIONS:

  • 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 focus.

EDUCATION AND EXPERIENCE:

  • A High School diploma is required, with prior experience in a customer support role preferred. A bachelor's degree or associate degree is a plus. Bilingual candidates are preferred.
  • Previous experience in a customer support environment 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 are crucial.
  • Customer-focused with the ability to adapt to various personality types.
  • Capable of multitasking, prioritizing effectively, and resolving issues efficiently.
  • Demonstrates professionalism, respect, and teamwork.
  • Must possess strong customer service skills.

PHYSICAL REQUIREMENTS:

  • Prolonged periods of sitting at a desk and working on a computer are required.
  • Candidates must have a work environment that allows for privacy and is free from background noise.

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