About the position
The position involves working closely with onsite sales colleagues to identify customers in need of enrollment services and providing post-sales customer service follow-up. The role requires face-to-face interaction with customers to assist in resolving concerns related to claims, benefits, and enrollment inquiries through health plan navigation, health and wellness coaching, and community referrals. The candidate will proactively research Emblem Health member issues using multiple enterprise systems to explain and resolve complicated customer service issues, close care gaps, and help complete HRAs, thereby enabling higher retention of members within the community. Additionally, the role includes conducting seminars and workshops, collaborating with enterprise team members on member retention efforts, and providing post-sales customer service follow-up with sales colleagues. The candidate will represent EmblemHealth to all visitors and maintain a primary Neighborhood Care location while supporting multiple sites within the region.
Responsibilities
- Identify customer needs and help solve customer issues related to health plans, health and wellness, and enrollment within regulatory guidelines.
- Provide direct guidance or identify other EmblemHealth and community resources to find customer solutions.
- Conduct customer needs assessments and educate on condition management.
- Maintain excellent working knowledge of EmblemHealth products, services, and technology platforms.
- Document interactions in support of quantitative metrics for the site and department.
- Work with the manager to deliver and organize onsite health seminars and classes.
- Proactively communicate with customers and community partners about the status of outstanding issues until resolved.
- Work together with the sales team to identify customers in need of enrollment services and post-sales customer service follow-up.
- Participate in weekly meetings with manager and team members to discuss customer care issues and improvement opportunities.
- Represent EmblemHealth at onsite interactions with community partners and leaders.
Requirements
- Bachelor's Degree.
- 3 - 5+ years of experience working with customers in customer service, medical, or managed care environment required.
- Experience in evidence-based health and lifestyle coaching techniques preferred.
- Ability and willingness to attend appropriate training and certification classes required.
- Experience communicating directly with customers, assessing needs, and connecting customers with resources required.
- Knowledgeable on how to navigate all aspects of medical care and managed care system, and health and wellness required.
- Ability to demonstrate excellent service knowledge and hospitality, and optimistic warmth and empathy for the customers' experience required.
- Excellent communication skills (verbal, written, presentation, interpersonal) with all types/levels of audiences required.
- Proficient with MS Office (Word, Excel, PowerPoint, Outlook, Teams, SharePoint, etc.) required.
- Technologically savvy, with the ability to quickly learn and navigate different information technology systems required.
- Flexibility to work in different Neighborhood Care sites when needed required.
Nice-to-haves
- Bilingual English Spanish highly preferred.
- Additional experience/specialized training may be considered in lieu of educational requirements.
Benefits
- Hiring Range: $52,000-$92,000
