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Concierge Service Specialist - Farmington Connecticut
Company: EmblemHealth
Location: Farmington, Connecticut
Posted On: 01/28/2025
Summary:
Handle incoming inquiries through multiple contact channels for our CNY HMO members. Effectively and efficiently communicate resolutions to member's requests ensuring high First Contact Resolution rates. Advocate for our members in the event there are issues and follow up with the members once the issues are resolved.
Responsibilities:
Create a connection and develop rapport with members to provide outstanding personalized service.
Identify customer needs and assist in providing complete resolution of customer concerns including claims, benefit and enrollment inquiries through health plan navigation and collaboration with other internal groups.
Serve as an expert in EmblemHealth products, services and technology platforms.
Champion efforts to solve the members request on the initial call; provide follow up if not solved on the initial call.
Inform and educate members on how to utilize self service capabilities and functionality with the portals and mobile application.
Act as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary.
Proactively provide information and recommendations to maximize the customer experience: gather and provide feedback to stakeholders based on member feedback to further improve customer experience.
Requirements:
Bachelors' degree required; additional experience/specialized training may be considered in lieu of educational requirements
1-2+ years of relevant, professional work experience required
Healthcare experience including pharmacy background preferred
Proficient with MS Office (Word, Excel, PowerPoint, Teams, Outlook, etc.) required
Strong customer service skills and the ability to empathize with the customer's perspective required
Knowledge of health insurance industry required
Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
Ability to clearly and effectively convey information and concepts to customers required
Dependability and adaptability required
Commitment to quality and continuous improvement required
Strong problem-solving skills to be applied to a wider array of business challenges required
High level of proficiency all applicable systems and process required
Additional Information
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