Job description
Member Experience Agent - Bilingual (English/Spanish) $16.00 - $17.00 Per Hour - Miramar, FL
About Us
About Us
At NationsBenefits, we are a fast-paced, rapidly growing company seeking hundreds of new employees for various roles in our six locations across the Nation.
It all begins with how we care about the people we serve. Since 2015, our mission has guided our principles towards delivering solutions for a rapidly changing industry. Compassionate Care is at the center of all we do, and it unites us to foster an environment where everyone is empowered, inspired, and equipped for success.
We offer a fulfilling work environment that attracts top talent and encourages all associates to do their part in delivering best-in-class service to internal and external customers alike. It's how we're transforming the healthcare industry for the better. We provide career advancement opportunities within the organization with multiple locations in Florida, California, Tennessee, Pennsylvania, Utah, and India.
Together, we can make a meaningful and measurable difference in the lives of millions. That's something we can all be proud of.
Employee Benefits:
Compensation for all positions is competitively higher than the current marketplace. Simply put - we pay more. We also show our gratitude through supplemental pay, including overtime, raises, and performance bonuses. You can earn even more through referral bonuses. We also offer a comprehensive benefits package including medical, dental, vision, life, disability, 401(k), and paid holidays/time off for eligible employees. We invest in the employee experience through training and development opportunities. Achieve your potential and grow your career with NationsBenefits.
Diversity, Inclusion, and Belonging:
NationsBenefits is an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability, or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law.
Overview:
Our Member Experience Advisor is a Customer Experience professional who is passionate about making a difference for others, finding fulfillment in building rapport, and providing our Members with a genuinely engaging call experience. As a Member Experience Advisor, you will make a meaningful difference and contribute to improved health and wellness outcomes for the people we serve. This role is the cornerstone of our commitment of helping our Members to achieve a better way of life.
Primary Responsibilities:
- Answer, resolve, track and document inbound/outbound calls from members and providers by engaging in active listening confirming or clarifying information and deescalating situations as necessary.
- Ensure that the callers' needs are efficiently and accurately addressed in a timely and professional manner leaving them feeling supported and valued after each interaction.
- Interpret member eligibility and coverage through thorough knowledge of the client products, policies, and procedures.
- Research and resolve inquiries from internal /external customers including Enrollment, eligibility, ID cards, clinic changes, demographic changes, benefit coverage, claims, payments, member reimbursement, and demonstrated knowledge of CAG policies, procedures, and regulations.
- Utilize software, databases, scripts, and tools to exceed call center metrics while providing excellent consistent customer service.
- Performs additional duties as assigned by Management based on business demands.
Requirements:
- High school diploma or equivalent. College degree (is a plus but not required).
- Must Have 1 to 2 years of customer service experience within a call center environment.
- Must have the ability to ask probing questions to understand the root cause of the members call.
- Must use great active listening, and effective verbal and written communication skills to provide first call resolution.
- Strong typing skills and proficiency with basic computer programs, including Microsoft Office products and CRM software.
- Strong time management and decision-making skills.
- Adaptability and accountability.
- Must have open availability to work within the hours of 8:00AM – 8:00PM.
- Preferably Bilingual English and Spanish.
What we Offer:
- Competitive base pay.
- A comprehensive benefits package including medical, dental, vision, life, accident, disability insurance, and paid holidays/time off.
- We invest in the employee experience through training and development opportunities.
Diversity, Inclusion, and Belonging:
NationsBenefits is an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, ethnicity, sex/gender, sexual orientation, gender identity or expression, age, disability, or protected veteran status or on any other basis or characteristic prohibited by applicable federal, state, or local law.
We want you to join our team!
Your next career starts here, visit NationsBenefits.com/Careers (https://www.nationsbenefits.com/careers)
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