Representante De Exito Del Cliente

MCS Health; San Juan (PR); On-site; USD 32,000 - 42,000; Full time

Job summary

MCS Healthcare Holdings, LLC is seeking a service liaison to proactively address the needs of Classicare members through targeted campaigns and initiatives. This role closes the service cycle and strengthens member relationships at every interaction, promoting retention, loyalty, and positive member experience.

Responsibilities include outbound campaigns, proactive support, CRM documentation, and cross‑center collaboration to optimize processes and solutions for retention.

Qualifications

• Bachelor's Degree from an accredited institution with at least 1 year in a customer service role, preferably in a health insurance call center.
• 60 college credits or an associate degree with at least 2 years in customer service in health insurance.
• High School Diploma with at least 3 years in customer service in health insurance call centers.

Responsibilities

• Performs outbound calls for campaigns, ensuring members feel supported and valued.
• Provides proactive service and supports members beyond their expectations.
• Documents in CRM all steps to complete the service cycle and coordinates with other units as needed.
• Analyzes service situations to identify opportunities and determines action plans.
• Maintains adherence to policies, regulations, and approved scripts during calls.

Skills

Customer service

Call Center

Spanish

English

Communication

Education

Bachelor's Degree

60 college credits / associate degree

High School Diploma

Tools

Power MHS

Cognos

Voyager

Microsoft Office

CRM

Job description

Works as a service liaison, proactively addressing the needs of our members from the Classicare line of business through
special initiatives and campaigns. Responsible for closing the service cycle and strengthening the relationship with members at
every interaction, promoting retention, loyalty, and member experience.

ESSENTIAL FUNCTIONS

• Performs outbound calls for tactical and initiative campaigns, according to quality and service standards, guaranteeing
  that members feel supported and valued.
• Provides proactive service and support to members, guaranteeing their needs are fully met beyond their expectations.
• Support other internal service units and departments to continue optimizing processes and innovative solutions that
  promote customer retention and loyalty.
• Analyzes the service situation of each member before contacting them, to identify the opportunity in the service area
  to be impacted and establish the course of action to be followed.
• Guides and documents the concerns received from members. Refers them to the corresponding units if necessary,
  ensuring that the appropriate orientation is provided and that the service cycle is closed.
• Takes part in the distribution and collection of information from satisfaction surveys to obtain feedback from
  members and continue to adapt strategic plans based on the results.
• Actively listens to members, confirming and/or clarifying information, and guarantees that the need presented is
  addressed.
• Responsible for creating customer bonding by addressing their needs to foster retention and keep customers happy.
• Uses and complies with the established rules of telephone etiquette on each call, fully following the authorized scripts
  provided to guide correctly and ensure customer satisfaction.
• Documents in Customer Relationship Management (CRM) platform all the steps taken to complete the service cycle.
• Complies with the correct use and requirements of all applications and technological resources provided.
• Performs shared tasks with other Call Centers, as needs arise (cross‑training), or any other initiative that arises
  within the same unit or department.

ADDITIONAL FUNCTIONS

• Must comply fully and consistently with all company policies and procedures, with local and federal laws as well as with
  the regulations applicable to our Industry, to maintain appropriate business and employment practices.
• May carry out other duties and responsibilities as assigned, according to the requirements of education and experience contained in this document.

MINIMUM QUALIFICATIONS

Education and Experience:
Bachelor's Degree from an accredited institution. At least one (1) year of experience performing duties in a similar position in Customer Service areas, preferably in a Call Center in the Health Insurance Industry.

OR

Education and Experience: Sixty (60) college credits, equivalent to two (2)
years of study or an associate degree. At least two (2) years of experience
working in Customer Service areas, preferably in a Call Center in the Health
Insurance Industry.

OR

Education and Experience: High School Diploma. At least three (3) years
of experience working in Customer Service areas, preferably in a Call Center
in the Health Insurance Industry.

Certifications / Licenses: N/A

Other: Availability to work rotating shifts, Saturdays, Sundays, and holidays as per the operation requires. Knowledge of retention and customer experience concerns is preferable. Knowledge of Power MHS, Cognos, Voyager, Microsoft Office (Word, Excel), Accelehealth, Call Pay, pharmacy applications, Contiviti, Envolve, and Customer Relationship Management (CRM), among others.

Languages:

Spanish Basic (comprehensive, writing and verbal)

English Basic (comprehensive, writing and verbal)

MCS Healthcare Holdings, LLC. (MCS) is an Equal Employment Opportunity Employer and take affirmative Action to recruit Protected Veterans and Individuals with Disabilities. MCS is a participating E-Verify employer.

MCS Healthcare Holdings, LLC. (MCS)is an Equal Employment Opportunity Employer and take affirmative Action to recruit Protected Veterans and Individuals with Disabilities. MCS is a participating E-Verify employer.