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*Account Associate - Member Advocate

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*Account Associate - Member Advocate

  • Location:


  • Sector:

    MRS Medical

  • Job type:

    Temporary & Contract

  • Salary:


  • Contact:

    Erika Janine Navarro - Gonzales

  • Contact email:

  • Job ref:


  • Published:

    about 1 year ago

  • Expiry date:


  • Client:

    Medical Recruitment Strategies

*** Fully Remote - follow Central time zone as far as Hours of Operation

* 4-year college degree
* 1 to 2 years in a Customer Service capacity
* Demonstrated Self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. "Customer is always right" attitude)
* Adoptable to high pressure, achievement-oriented environment
* High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.
* Bilingual in English and Spanish a plus
* Has 1+ years of customer/member service experience, including experience handling difficult situations, is preferred.

This position is for non-licensed individuals who will be responsible for leading both inbound and outbound call efforts building connections utilizing exceptional customer service skills. This role is a contingent position and does not require a Health license to perform duties. Converting to full-time will be considered as performance is evaluated.
Job Responsibilities:
* Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.
* Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.
* Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.
* Leverage resources and technology to optimize the member experience. Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.
* Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.
* Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
* Work effectively within a team and across the organization, to further the goals of the business.
* Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching's etc.
* Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.
* Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills
* Other duties as assigned

* Strong understanding of products, services, and processes offered by the company
* Self-driven goal-oriented individual with the desire to go above and beyond for a consumer while meeting business metrics
* Displays passion, integrity, commitment, and drive to deliver a positive, differentiated experience that improves our members' lives.
* Ability to engage with members-begin a conversation, anticipate what questions a member might have, share information using plain language, build rapport, and handle objectives
* Displays empathy and resilience when dealing with our members who need help
* Gains our members trust and respect by establishing and maintaining effective relationships
* Attention to detail and excellent interpersonal skills
* Discretion in handling and communicating sensitive information
* Ability to manage multiple projects at once in a fast-paced environment
* A positive attitude and willingness to do whatever it takes to get the job done