Customer Support Specialist
2 weeks ago
COMPANY BACKGROUND
Zing Health is an innovative insurance provider focused on enhancing Medicare Advantage for individuals aged 65 and older. Our organization adopts a community-oriented strategy that emphasizes the significance of social determinants of health in promoting wellness for individuals and communities alike. At Zing Health, we prioritize the needs of both the physician and the member, ensuring that they are central to the healthcare experience. We offer personalized assistance to facilitate a smooth transition for our members, allowing them to tailor their plans, access specialized facilities, and connect with a dedicated care team. For further details about Zing Health, please visit our website.
POSITION SUMMARY
The Customer Support Specialist serves as the main point of contact for Zing members. This role involves addressing and resolving inquiries and concerns with precision. The specialist is tasked with meticulously documenting caller interactions, which may encompass member details, issues raised, resolutions provided, and necessary follow-up actions.
KEY RESPONSIBILITIES:
- Deliver service solutions within established service standards 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, and web services, while performing data entry for all activities.
- Efficiently navigate and understand all components of Zing Health systems and associated platforms relevant to the business.
- Provide accurate and timely information to callers, while proactively collaborating with team members and other departments as needed to ensure effective, compliant, and high-quality resolutions.
- Familiarize oneself with CMS regulations governing business areas such as membership, provider relations, marketing, enrollment/disenrollment, and claims processing.
- Inform callers about their onboarding procedures, coverage specifics, benefits, and more.
QUALIFICATIONS:
- Meet performance targets, which may include call handling metrics, caller satisfaction, quality assurance, 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.
EDUCATIONAL REQUIREMENTS:
MANDATORY:
- High school diploma or GED
- Minimum of 2 years in customer service, ideally with at least 1 year in a call center setting
PREFERRED:
- Over 2 years of experience in health insurance, particularly in Medicare
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