Non-Clinical - Customer Service Rep

Customer Success Specialist I

First point of contact for all customer service issues. Responsible for ensuring patient/client medications, supplies, and equipment are accurately recorded and sent to distribution. Consults with supervisors to ensure timely and accurate delivery of supplies and equipment. Maintains patient privacy and confidentiality at all times according to established procedures. Provides positive, supportive communication to supervisors, patients, families, visitors, and personnel. Responsible for supporting members and other key stakeholders across the customer's journey. Expert on the system and understands the processes to quickly route members to the appropriate resolution and support. Works as a liaison to ensure proper processes are introduced and implemented to enhance the experience. Provides excellent customer experience, ultimately resulting in member retention through both inbound and outbound outreach. Responsible for overseeing all aspects of member retention and being a single point of contact across all issues.

Recertification/Renewal of Membership: Assist in retaining qualified members by following a strategic daily work schedule that includes phone outreach with members. Follow appropriate processes to meet and exceed recertification targets. Make the recertification process as easy and seamless as possible for members. Assist members with completion of recertification applications. Partner with different parts of the organization to understand barriers to the member's experience and work to resolve them. Meet daily outreach and renewal goals that contribute to overall member retention.

Enrollment and Retention Support: Assist members with completion of all enrollment activities. Assist members with selecting primary care providers and locating providers within the network. Provide end-to-end customer support to drive customer satisfaction and improve the experience. Interface with internal and external stakeholders to ensure complete resolution. Communicate verbally and in writing with members for all necessary retention activities.

Process Improvement: Devise solutions in response to member dissatisfaction or complaints in support of ongoing improvement efforts. Support any ad hoc projects on process improvements. Report common trends identified during member outreach.

Other duties as assigned.

Skills: Managed Care Experience, Healthcare Experience. Education: High School Diploma or GED.