Company Statement
For the last 80 years, EmblemHealth has been taking care of New York’s heart and soul, its people. Today, health care is more complex than ever. That’s why we’re at the forefront of change. We work alongside our customers to offer access to high-quality, affordable care, help navigate the health care experience, and make good health achievable; because everyone deserves to be taken care of. We deliver on our mission every day by living our values with our colleagues, members, clients and partners. It begins with caring and respecting all those we work with. We believe a culture of diversity and inclusion is vital to serve our unique and diverse customers. We seek for continues improvement and innovation and believe being agile and nimble is our advantage. We bring a strong sense of partnership to every relationship – internally and externally. The EmblemHealth family of companies offers competitive health, welfare, and retirement benefits as well as incentive pay plans and more.
Senior Customer Service Associate
Summary:
- Research, mentor and provide issue resolution, including escalated calls with a member-centric sense of urgency.
- Identify, recommend, and implement process improvement opportunities to elevate the member experience and create call center efficiencies; support a variety of production non-phone tasks, correspondence and complex research while working closely with the training team to present training opportunities based on data and trending.
- Actively participate as a Subject Matter Expert (SME) on cross-functional projects from initial development to implementation; create and promote a culture that inspires others towards teamwork and collaboration as well as customer advocacy.
Responsibilities:
- Resolve provider and member issues: provide constant feedback and recommend solutions/resolutions.
- Serve as customer advocate by providing assistance to resolve callers’ issues and problems; ensure proper issue closure and documentation.
- Serve as primary resource to respond and handle in-person customer support.
- Non-call tasks: Analyze and work production baskets to ensure timely resolution.
- Provide high quality, timely and accurate responses to customer correspondence and report requests.
- Leadership and support: mentor and coach Customer Service Associates.
- Serve as backup for/extension of leadership team empowered to handle emotional, escalated calls.
- Process improvement: identify, research and exploit cross-functional process improvement opportunities.
- Track and trend issues to determine if education or policy and procedural updates need to be made.
- Serve as primary source of expertise for projects and initiatives.
- Provide technical, administrative, and experiential support as needed on tasks/projects.
- Accountable for being an ambassador of the call center vision and mission, and inspire others towards teamwork, customer advocacy, and positive culture.
- Perform other related projects and duties as directed or required.
Qualifications:
- Bachelor’s Degree - additional experience/specialized training may be considered in lieu of educational requirements required
- 2 – 3+ years of relevant, professional work experience required
- Knowledge of medical terminology/coding; provider reimbursement; coordination of benefits; and medical claims required
- Ability to successfully manage multiple tasks simultaneously, with varying priority levels and deadlines required
- Ability to handle high volume of calls efficiently and courteously required
- Excellent customer service skills (telephonic, electronic, and in-person) required
- Excellent communication skills (verbal, written, interpersonal) with all types/levels of audience required
- Attention to detail; problem identification and resolution skills required
- Ability to perform basic to moderate analysis of information and data preferred
- Ability to perform in office environment with extended periods of sitting, using telephone, and viewing computer screens, standing, and reaching, lifting, filing required
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.
Sponsorship Statement
Depending on factors such as business unit requirements, the nature of the position, cost and applicable laws and regulations, EmblemHealth may provide work visa sponsorship for certain positions.