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Client Experience Associate

Company: SureCo - Healthcare & Technology
Location: Santa Ana
Posted on: September 16, 2020

Job Description:

Key ResponsibilitiesOur Client Experience Associates are one of the most important pillars to our success. As you're directly interfacing with our most precious assets, our customers. We're looking for top tier talent that takes ownership in creating a successful journey for our clients. This is a challenging role that requires an emphasis on customer satisfaction, high energy and work with the highest purpose of customer satisfaction and retention.Primary ResponsibilitiesTo deliver and maintain a world class white glove experience for our members and improve overall client satisfaction/retention and continued membershipAnswering phones from members professionally and responding to member inquiries and complaints.Handle escalated calls, resolving more complex member issues in (First Call Resolution - FCR) Demonstrate outstanding service to identify the source of the issue and work to resolve member inquiries and issues in a timely and professional manner, related to benefits, eligibility and claims, financial spending accounts and correspondenceIntervene with care providers (doctor's offices) on behalf of the member to assist with appointment scheduling or connections with internal specialists for assistance when neededResearch complex issues across multiple databases and work with support resources to resolve customer issues and/or partner with others to resolve escalated issuesProvide education and status on previously submitted pre-authorizations or pre-determination requestsResponsible for knowing all aspects of health program benefits including medical and pharmacyRequired to be at workstation to answer calls in an ACD environment, subject to the monitoring of incoming and outgoing ACD calls for quality assurance during those time periods that the CSA is not scheduled for break or lunch breaksIdentifying, escalating priority issues and reporting to the high-level management. Responsible to take issues in a weekly basis to the dept. managerObtaining and evaluating all relevant data to handle complaints and inquiriesRecording details of comments, inquiries, complaints and actions taken from members or providersHandling outbound and inbound calls from external and internal customersHandling incoming requests from external providers by e-mail or fax and managing their inquiries or requestsFacilitate member transfers to new PCP via conference call to the health planCompleting call reports and logs, and researching billing issuesRecognizing, documenting and informing the supervisor regarding the trends in internal and external customer callsRequired QualificationsHigh School Diploma/GED (or higher)3+ years of customer service experience analyzing and solving customer problemsAbility to create, modify and send documents, spreadsheets and emails in Microsoft Excel, Word and OutlookDemonstrated ability to quickly build rapport and respond to customers in a compassionate manner by identifying and exceeding customer expectations (responding in respectful, timely manners, consistently meeting commitments)Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests and identify the current and future needs of the memberProficient problem-solving approach to quickly assess current state and formulate recommendationsProficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions customers can understand and act uponFlexibility to customize approach to meet all types of member communication styles and personalitiesProficient conflict management skills to include ability to resolve issues in a stressful situation and demonstrating personal resilienceAbility to work regularly scheduled shifts within our hours of operation including the training period where lunches and breaks are scheduled, with the flexibility to adjust daily schedule, and work over-time and/or weekends, as neededAll new hires will be required to successful complete the Customer Service training classes and demonstrate proficiency of the materialSales experience a plus but not requiredAbility to work within a team and collaborative environment.Intimate knowledge of the Front-End Account Executive Role in order to provide support, reinforcement and consistent messaging through the entire client experience.Soft Skills:Ability to multi-task including ability to understand multiple products and multiple levels of benefits within each productDemonstrated ability in customer service problem resolution and relationship buildingFamiliarity with Sales PsychologyBeing able to address high level concerns and satisfy them using scripting and other Sales tacticsPreferred Qualification:Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications3+ years of experience in the Healthcare industryCovid-19 Hiring Update: We have transitioned to a work-from-home model and are continuing to interview and hire during this time. On-site training may be requested at start date then role may temporarily transition to being remote. We will work with you to explore possible interim options.Our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business needs. ?SureCo is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, protected veteran status, or any other basis protected by applicable law and will not be discriminated against on the basis of disability.NO OUTSIDE AGENCIES PLEASE.

Keywords: SureCo - Healthcare & Technology, Santa Ana , Client Experience Associate, Other , Santa Ana, California

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