Member Relations Representative

Job Description

POSITION SUMMARY:

The Member Relations Team Member is responsible for promoting the benefit of and scheduling health risk assessments for customers of health insurance plans. The Member Relations Team Member contacts health plan members and secures appointments for patients and/or family members with nurse practitioners for an in-home health risk assessment. The assessments are designed to educate, inform and encourage patients and family members to participate in this program to improve their overall health and quality of life. The main responsibility of this position is to conduct outbound calls to health plan members and schedule/secure in-home visits.

POSITION RESPONSIBILITIES:

Makes outbound calls to health plan members or receives incoming calls from health plan members to coordinate and schedule in-home visits with nurse practitioners, answer questions, provide resolution to participant and/or provider issues
Explains the benefits of health risk assessments and overcomes objections
90% of time will be making outbound appointment setting calls and follow-up calls
Accurately and concisely documents customer feedback and special needs indicated during each call in computer based system
Identifies and addresses the patients' issues and anticipates future needs by providing additional information, as needed
Navigates in a Windows-based system to access the appropriate information to service the customer
Operates various office equipment; including telephone, and computer
Other duties may be assigned, based on company's needs

Supervisory Responsibility: No supervisory responsibilities

TRAVEL REQUIREMENTS: No travel required

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of the position.

Skills & Responsibilities

POSITION REQUIREMENTS:

Educational Requirements: High School education or the equivalent

Required Skills and Abilities:

One (1) year of outbound call center experience required
One (1) year sales experience in an appointment setting, lead generation, insurance sales, vacation sales, preferred
Demonstrated ability to concept-sell the benefits of a service or program and overcome objections to participation
Medicare experience preferred
Must have excellent verbal and written communication skills, with good command of the English language, as well as strong interpersonal skills
Must be comfortable speaking with Medicare beneficiaries by phone
Must be able to speak clearly and unencumbered on the phone
Excellent data-entry skills and proven ability to navigate multiple computer screens while conducting a customer call
Must demonstrate basic skills in Microsoft Outlook, Excel or equivalent applications, and be familiar with call center software applications
Demonstrated ability to organize, take initiative and follow up independently
Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
Ability to think independently and make decisions, while adhering to company standards and guidelines
Ability to work independently while being a productive member of the team
Ability to work in a fast-paced dynamic growth environment
Must be flexible to work days/nights, weekends and select holidays as needed.

Typical Physical and Psychological Demands:

Requires prolonged sitting. May require some bending, stooping, twisting, and/or stretching from seated or standing positions
Requires eye-hand coordination and manual dexterity sufficient to frequently operate a keyboard, telephone, copier, calculator and other office equipment
Requires normal range of hearing and eyesight to record, prepare and communicate appropriate information via telephone or computer
Requires moderate to intense concentration due to complexity and/or need to meet deadlines, and flexibility to readily adapt to a changing environment
Must be able to lift 10 lbs. or more