Customer Care Navigator (Duane St) Job at ConnectiCare
Summary of Position
- Interact face-to-face with customers, assisting in providing complete resolution of customer concerns including claims,
- Proactively research Emblem Health member issues utilizing multiple enterprise systems and data to explain and resolve
the neighboring community.
- Help conduct seminars and workshops on premises and will play an important role in class offerings for the department.
- Collaborate with enterprise team members on member retention efforts and special projects within the location including:
efforts to provide effective in person and outreach services within the community.
- Provide post sales customer service follow-up with Sales colleagues, both onsite and in the field within the region, to follow
- Work with ACPNY teams, both co-located and within the region, to aid in care gap issues, especially as they relate to social
- Represent EmblemHealth to all visitors to the sites, including internal and external partners, groups and leaders.
- Maintain a primary Neighborhood Care location but also support multiple Neighborhood Care sites within a region.
Principal Accountabilities
- Identify customer needs and help solve customer issues related to health plans, health and wellness and enrollment
- Provide direct guidance or identify other EmblemHealth and community resources to find customer solutions,
- Understand and maintain excellent working knowledge of EmblemHealth products, services and technology
- Document interactions in support of quantitative metrics for the site and department.
- Work together with sales team to identify customers in need of enrollment services and post sales customer service
product, customer service and quality to help improve customer experience and operations.
- Work with manager to deliver and organize onsite health seminars and classes, including EH vendor-led classes.
- Proactively communicate with customers, EmblemHealth departments and community partners the status of any
- Deliver final resolution to customer.
- Participate in weekly meetings with manager and team members across sites to discuss customer care issues,
- Represent EmblemHealth at onsite interactions with community partners and leaders.
Education, Training, Licenses, Certifications
- Bachelor’s Degree.
Relevant Work Experience, Knowledge, Skills, and Abilities
- 3 - 5 years of experience working with customers in customer service, medical or managed care environment required
- Experience in evidence-based health and lifestyle coaching techniques preferred; willingness to attend appropriate training
- Additional experience/specialized training may be considered in lieu of educational requirements required
- Experience communicating directly with customers, assessing needs, and connecting customers with resources required
- Knowledgeable on how to navigate all aspects of medical care and managed care system; health and wellness required
- Ability to demonstrate excellent service knowledge and hospitality required
- Must be able to demonstrate optimistic warmth and empathy for the customers’ experience required
- Technologically savvy, with the ability to quickly learn and navigate different information technology systems required
- Bilingual English Spanish preferred
- Flexibility to work in different Neighborhood Care sites when needed required
Additional Information
- Job Type: Standard
- Schedule: Full-time
- Employee Status: Regular
- Requisition ID: 1000000629
- Hiring Range: $63,000-$75,000
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