Associate, VOC Specialist (Escalation - Bilingual Preferred)

Ametros•Wilmington, MA

9d•$23 - $25•Remote

About The Position

Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone. A Voice of the Customer Associate is primarily responsible for ensuring our Members are optimizing the benefits of our using our services. Healthcare is personal. This position embraces the challenge of reaching out to our Members to understand their needs and how Ametros can best help meet them so they can have the treatment they need, at the best price we can secure for them, with the least amount of hassle.

Requirements

Relationship management skills and openness to feedback.
Proven Sales Ability - able to overcome objections.
Professional Verbal and written communication.
Ability to show Initiative in providing the best experience possible for our members.
Organization & time management skills; especially related to following up on issues.
Meticulous attention to detail.
Ability to work well in a team and as an individual contributor in a fast-paced environment.
Familiarity with worker's compensation industry.
Knowledge regarding Medicare Set-asides.
In depth knowledge about Ametros products and services.
H.S. Diploma or General Education Degree (GED) required
3-4 years experience in a customer service or inside sales role required

Nice To Haves

Associate’s Degree (AA) preferred
Bilingual Preferred

Responsibilities

Act as a customer support representative, responsible for proactively reaching out to Members to understand their individual needs, educate and support them to ensure they are optimizing their benefits with Ametros.
Use a systematic approach to retain Members who are not fulfilling their full potential with Ametros, including members whose pattern of usage (of provider services, medications and/or Durable Medical Equipment) has changed significantly and members using out-of-network services which may represent missed opportunities to save money on their care.
Act as a resource for large and complex Member relationships.
Handle all Member issues and complex escalations with the goal of maintaining our high levels of member retention.