Key Responsibilities As a Member Experience Advocate I, you will support the Member Experience Manager and Team Leader in achieving departmental excellence. Your daily impact includes:
- Exceptional Support: Handle incoming/outgoing calls and manage inboxes regarding membership, billing, and general inquiries with professionalism and empathy.
- Accurate Documentation: Utilize Salesforce/Broker Portal to meticulously document all inquiries and resolutions.
- Problem Solving: Independently research issues to determine root causes and implement effective solutions with minimal assistance.
- Technical Accuracy: Direct specialized claims calls to the appropriate specialists and maintain mastery of Online Help (OLH) resources.
- Goal Achievement: Consistently meet or exceed a 90% quality performance goal and monthly department scorecards.
- Continuous Improvement: Identify system issues and recommend process improvements to leadership while pursuing your own annual career advancement goals.
- Education: High school diploma or equivalent required.
- Experience: At least 1 year of customer service experience is preferred. (Internal candidates must currently meet minimum performance expectations).
- Technical Skills: Proficient in Microsoft Word, Outlook, and Excel; efficient call-logging and documentation skills.
- Core Competencies:
- Excellent oral and written communication skills.
- Organizational and time-management abilities.
- Sound decision-making and analytical problem-solving skills.
- Ability to manage multiple projects and work independently.
- Excellent oral and written communication skills.
- Maintain a corporate attendance standard (absentee percentage of 2.7% or less).
- Work overtime as needed to support the team.
- Commitment to ongoing education and credentialing.
salary: $17 - $22.5 per hour
shift: First
work hours: 7 AM - 5 PM
education: High School
Responsibilities
The Member Experience Advocate I is accountable for providing an excellent level of service to internal and external customers. This role coordinates responsibilities with the Member Experience Team Leader to:
- Communication & Documentation: Effectively communicate and accurately document inquiries in Salesforce/Broker Portal; professionally handle incoming/outgoing calls and Membership inquiries.
- Performance Metrics: Maintain a passing quality performance goal of 90%; meet the department monthly scorecard goal of 90%; and adhere to the corporate absentee limit of 2.7%.
- Technical Proficiency: Knowledgeably manage Member Experience inboxes; stay updated with Online Help (OLH) resources; identify system issues; and direct claims calls to appropriate specialists.
- Problem Solving: Work independently to research and resolve problems; manage multiple projects and priorities; and identify OLH improvements.
- Professional Development: Develop and meet annual career path goals; take initiative for self-growth through continuing education; and successfully complete required training.
- Teamwork & Versatility: Work professionally with other departments and county representatives; handle billing-related calls; work overtime as needed; and perform miscellaneous projects assigned by leadership.
The essential functions of this role include:
Skills
Qualifications
Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.
Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.
At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.
Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).
This posting is open for thirty (30) days.
