Medicare Member Care Specialist

MarketSource; San Antonio (TX); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

401(k)/Roth

Life Insurance

Disability Insurance

HSA

EAP

Paid time off

Job summary

MarketSource is seeking a Member Care Agent in San Antonio, TX to handle inbound/outbound calls, emails, chats, and paperwork for assigned clients. You will triage inquiries, gather information, resolve issues, and maintain confidentiality in a fast-paced environment.

Ideal candidates have call center experience, strong communication, and the ability to navigate Medicare programs while following policies and quality standards. Flexibility for holiday/weekend coverage is a plus.

Qualifications

• Strong customer service and engagement skills.
• Excellent verbal and written communication (vocabulary and articulation).
• Research and resolve Member issues within the scope of responsibility in a timely manner.
• Maintain an in-depth knowledge of department policies and procedures.
• Establish and maintain a professional relationship with internal and external customers, including Members, teammates, and department contacts.
• Ability to express assurance, confidence, and empathy while understanding complex Medicare programs in a clear, objective, and accurate manner.
• Ability to multitask to define problems, collect data, establish facts, and draw valid conclusions.
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Responsibilities

• Connect with current and potential Members in order to triage calls based on need, including directing any sales question to Licensed Agent while ensuring adherence to corporate and department policies and procedures
• Manage multiple channels of communication, including inbound and outbound phone calls, emails, chat messages, and paper interactions
• Process Member interactions to collect information, investigate issues, or diagnose and troubleshoot problems with adherence to established policies, procedures, and quality standards as well as applicable federal or local laws and regulations
• Maintain strict confidentiality of information provided by Member or data accessed within assigned systems
• Documenting call data with clear, concise notes in a timely and accurate manner while navigating client systems during the call interaction
• Maintain established quality and performance expectations to support the overall goals and objectives of the department and program
• Escalate situations that could adversely impact the client or company as needed to Supervisor per documented procedure

Skills

Customer service

Verbal communication

Written communication

Policy knowledge

Relationship building

Medicare understanding

Multi-tasking

Problem solving

Data interpretation

Tools

Word

Excel

Outlook

Job description

MarketSource is seeking a Member Care Agent in San Antonio, TX to handle inbound/outbound calls, emails, chats, and paperwork for assigned clients. You will triage inquiries, gather information, resolve issues, and maintain confidentiality in a fast-paced environment.

Ideal candidates have call center experience, strong communication, and the ability to navigate Medicare programs while following policies and quality standards. Flexibility for holiday/weekend coverage is a plus.