Member Service Agent

BCBSM • River Park, FL

274d • $63,000 - $68,000

About The Position

This position is responsible for supporting the Direct Sales Channel by executing and applying retention strategies and working directly with members to provide health plan guidance and navigation. This role supports the sales team and Book of Business, growth goals with administrative duties and is focused on Member satisfaction metrics.

Requirements

• 2+ years' related experience or bachelor's degree.
• Acquire and maintain a valid MN Resident Producer License in the lines of Life & Health/Accident in good standing within 60 days of employment
• Excellent relationship building and interpersonal skills and works well on a team
• Demonstrated effective communication skills and attention to detail.
• Ability to organize, prioritize and follow through on retention strategies, member interactions and sales support activities
• Travel as needed.

Nice To Haves

• Understanding of health care industry or health insurance
• Experience working with seniors.
• Experience with Salesforce platform or CRM tool
• Familiarity with Medicare

Responsibilities

• Lead, implement and coordinate the retention strategy, including communications and events, by collaborating with stakeholders such as Sales, Marketing and CX
• Meet retention, strategy and business planning goals as assigned by management
• Function as Brand Ambassador with members and non-members
• Answer questions and provide guidance for current members with service-related inquiries.
• Resolve inquiries with internal partners and communicate directly with members to ensure timely resolution and member satisfaction
• Assist with the application process for current members switching plans by completing suitability conversations, answering questions, supplying relevant marketing materials and completing enrollments
• Answer and follow up on incoming sales calls, emails and mail from prospective members generated by marketing and retention campaigns and set sales appointments
• Gather data measuring the attendance, satisfaction and impact of daily guest interactions and special events, including administration of surveys.
• Perform administrative related activities including data entry, lead disbursement, reporting, managing supplies and marketing materials.
• Develop and deliver presentation materials for internal and external audiences in in-person and virtual settings
• Maintain detailed records, documentation for all customer interactions in CRM tool
• Remain compliant with all Federal, State and CMS regulations and laws.
• Remain knowledgeable of industry and competitor trends, marketing materials, advertising campaigns to effectively develop and execute retention strategy and to make recommendations to improve effectiveness of the department.
• Perform other duties as assigned.

Benefits

• Medical, dental, and vision insurance
• Life insurance
• 401k
• Paid Time Off (PTO)
• Volunteer Paid Time Off (VPTO)
• And more

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree