Member Experience Specialist

Partnership HealthPlan of California; California; On-site; USD 39,000 - 46,000; Full time

Job summary

Partnership HealthPlan of California is seeking a Customer Service Representative to respond to member and provider issues in our call center, ensuring questions are resolved or directed to the appropriate person for resolution and delivering the highest level of service. You will document calls, escalate when needed, and collaborate with internal departments to resolve issues.

Enrollment duties and data entry in online systems are part of daily tasks, with bilingual skills preferred for

Qualifications

• High school diploma or equivalent.
• Minimum 1 year Call Center experience in an MCO setting.
• Customer service experience preferred.
• Bilingual skills in Spanish, Tagalog, or Russian preferred.

Responsibilities

• Responds to member and provider issues in the member services queue.
• Documents calls as appropriate.
• Escalates calls to Lead Member Services Representative or Management as needed.
• Works with internal departments, providers, and external organizations to resolve issues as needed.
• Reviews all incoming e-mails to ensure compliance with instructions affecting processes/benefits.
• Processes enrollment duties as assigned.
• Enters data in relevant online systems.
• Other duties as assigned.

Skills

Verbal communication

Written communication

Typing 25 wpm

Bilingual (Spanish/Tagalog/Russian)

Education

High school diploma or equivalent

Job description

Overview

To respond to member and provider issues and inquiries. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and provides the highest level of customer service.

Overview

To respond to member and provider issues and inquiries. Ensures that callers’ questions and/or problems are resolved or are directed to the appropriate person for resolution and provides the highest level of customer service.

Responsibilities

• Responds to member and provider issues and questions received in the member services queue.
• Documents calls as appropriate.
• Escalates calls to Lead Member Services Representative or Member Services management, as needed.
• Works with internal departments, providers, and external organizations to resolve issues as needed.
• Reviews all incoming e-mails to ensure compliance with instructions that impact processes and/or benefits that impact members.
• Processes enrollment duties as assigned.
• Enters data in relevant online systems.
• Other duties as assigned.
  
  

Qualifications

Education and Experience

High school diploma or equivalent; minimum one (1) year Call Center experience in a MCO setting and/or working with the public in a service environment, preferred; previous customer service or call center experience preferred.

Special Skills, Licenses and Certifications

Excellent verbal and written communication skills, ability to relate and connect with callers, good phone voice, patience, good problem resolution skills and the ability to show empathy when appropriate. Enjoys assisting callers and working with the public in sometimes stressful situations. Ability to de-escalate angry callers. Bilingual skills in Spanish, Tagalog, or Russian are preferred.

Performance Based Competencies

Typing 25 wpm.

Work Environment And Physical Demands

More than 50% of work time is spent using a headset, keyboard and

multiple computer monitors.

All HealthPlan employees are expected to:

• Provide the highest possible level of service to clients;
• Promote teamwork and cooperative effort among employees;
• Maintain safe practices; and
• Abide by the HealthPlan’s policies and procedures, as they may from time to time be updated.
  
  

HIRING RANGE:

$28.52 - $33.51

IMPORTANT DISCLAIMER NOTICE

The job duties, elements, responsibilities, skills, functions, experience, educational factors and the requirements and conditions listed in this job description are representative only and not exhaustive or definitive of the tasks that an employee may be required to perform. The employer reserves the right to revise this job description at any time and to require employees to perform other tasks as circumstances or conditions of its business, competitive considerations, or work environment change.