Customer Engagement Specialist

3 weeks ago


Reno, Nevada, United States Renown Health Full time
Job Summary

This role represents the front door of Renown Health, ensuring timely healthcare delivery with an exceptional customer experience. As a liaison between the organization, customers, and community members, you will process requests, complaints, and concerns, providing education on utilizing resources and services. Your goal is to achieve "first call resolution" and provide an excellent experience in a professional, expedient, and proficient manner.

Key Responsibilities
  • Work in a fast-paced environment using various communication modes, including face-to-face, video conferencing, telephone, chat, messaging, and email.
  • Master systems and technology associated with the role and be comfortable working efficiently while multitasking.
  • Provide excellent interpersonal skills to understand customer inquiries or complaints and manage through potential difficult conversations.
  • Act as the voice of the customer, advocating on their behalf to ensure they receive best-in-class service by proactively identifying and escalating priority issues, de-escalating when appropriate, and going above and beyond to meet customer needs.
  • Learn quickly to acquire service and product knowledge to answer customers' questions accurately.
  • Document interactions in systems of record using correct grammar and complete sentences.
Requirements
  • Must have working-level knowledge of the English language, including reading, writing, and speaking English.
  • Strong customer service skills and 1-2 years of experience in a position involving customer service, healthcare, or health insurance.
  • Ability to speak Spanish desired.
  • Proficiency with Microsoft Office Suite, including Outlook, PowerPoint, Excel, Teams, and Word.
  • Ability to type an average of 40 WPM.


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