06/18/2021
EMPLOYMENT OPPORTUNITY
Health Partners Plans is an award-winning, not-for-profit health maintenance organization serving more than 280,000 members for more than 30 years. Health Partners Plans has been doing it right and improving health and wellness in communities throughout the Greater Southeastern Pennsylvania region.
Member Relations Representative- Bilingual Preferred
Demonstrating skills and concepts within high volume call center environment. Member Relations Representative is responsible to trouble shoot and think outside of the box to identify, resolve, and assist the member.
As a Member Relations Representative- Bilingual Preferred, your daily duties may include…
• Take Member calls and provide accurate, satisfactory responses to their inquiries.
• Manage calls involving dissatisfied customers, offering assistance and support, escalating items for quick resolution.
• Call Members to inform them about Health Partners Plans’ benefits, services, resources and policies
• Guide callers through troubleshooting, navigating Health Partners Plans’ Member Portal, utilizing Benefits and services and assist with using external websites.
• Review Member accounts, obtaining updates and provide information regarding Member materials, claims, and benefits
• Collaborate with management team and other call center representative to improve the customer experience
• Educate callers on Health Partners’ plan benefits with the intent of retaining members.
• Provide high levels of Customer service and willingness to assist.
• Collaborate with internal departments and vendors to facilitate resolutions to member’s inquiries
• Respond to member and member-related calls in a courteous, professional & efficient manner providing timely follow-up to requests for information and service.
• Participate in and conduct new member orientation outreach on a monthly basis as assigned.
• Answer eligibility, benefits and provider inquiries, assuring that members receive service, use the plan correctly and gain a high level of satisfaction with the plan.
• Able to work in a high pace, high call volume customer call center.
• Document details on every call in the required systems for future follow up, data collection and reporting
• Timely review, completion and implementation of mandatory training and departments updates
• Operate MIS and telephone systems effectively and efficiently, following established protocols for security, transfer and information exchange.
• Participate in training sessions, reporting on trends and issues which impact members and Health Partners as a whole.
• Attend monthly staff meetings.
• Ability to work independently and as a team
• Ability to review, support and maintain HIPPA and Regulatory guidelines.
• Flexibility with scheduled shift, lunch and breaks as business need warrants.
Qualification:
• High School Diploma or equivalent work experience. 2 years customer service experience.
• Microsoft Suite including Outlook with a basic understanding of Word, Excel and Access;
• Experience with Salesforce CRM, Genesys Telephone System, Regulatory Systems
• Bilingual desirable.
• Strong organizational skills, effective written and oral communication skills;
• Strong interpersonal skills to be able to interact with all levels of staff and various departments.
HPP is a nationally recognized company for their innovations in care, Health Partners Plans is more than your average health care company and can help you achieve your career goals!
Interested candidates should apply online at HealthPartnersPlans.com
