Member Outreach Representative

Fallon Health • Worcester, MA

7d

About The Position

Under the direction of the Market Research Manager, supports Fallon by making Welcome/Outreach calls to members and/or survey calls to members or providers. Handles confidential patient/member information. Uses strong verbal communication skills and demonstrates excellent telephone communication skills. Understands the importance of leaving a positive impression on any member with whom they come into contact. When necessary, assists member through the creation of formal research cases. Must be able to type 25 WPM net.

Requirements

• Minimum of one year Customer Service experience in a call center environment
• Computer skills
• A brief web-based typing test will be sent out to applicants, and the passing score is 25 net words per minute

Nice To Haves

• High school diploma or GED is preferred but we would consider relevant customer service call center work experience in lieu of this.
• Bachelor’s degree or advanced education is also preferred but not required.

Responsibilities

• Exhibits courtesy, compassion, empathy, and respect in all outbound communications with members and providers.
• Utilizes proper judgment in handling difficult or unusual calls.
• Responsible for learning and keeping current with Fallon products, policies and procedures.
• Responsible for documenting the results of all outbound calls using an electronic or written form.
• Makes Welcome/Outreach telephone calls to Fallon members providing product knowledge, customer assistance, and problem solving.
• Administers member telephone surveys.
• Working from a script, asks both open-ended and closed ended questions of members in order to capture information such as why the member joined Fallon, how satisfied the member is with Fallon and why the member left Fallon.
• Maintains the highest degree of member/patient confidentiality.
• Works both as a team member and as an individual depending on assigned project.
• Works on special projects and other tasks such as focus group recruitment and data entry as assigned by the Market Research Managers or executive staff.
• Assists Fallon members by creating formal research cases.
• When necessary, is responsible for properly documenting member issues and entering information into a specialized company database.

Benefits

• Fallon Health provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED