Help Desk Support Rep - (TMP Employees Only)
Company: Point32Health
Location: Brockton
Posted on: May 24, 2023
Job Description:
Under the general direction of Call Center Supervisor, the
customer relations senior representative is responsible for
providing accurate and thorough interpretation of THP Medicare
Preferred benefits, claims processes, eligibility, and enrollment
policies to members, providers, prospective providers, employers,
and internal customers. In addition to providing accurate technical
information, the Senior Customer Relations Representative is
responsible for extending the lifetime of our members and providers
membership through the resolution of complex customer inquiries,
the facilitation of problem resolution, and acting as a member
advocate by meeting or exceeding customers' expectations. The
Customer Relations Senior Representative is expected to take
personal and complete responsibility for every interaction with a
customer by providing outstanding service as a means to build
customer loyalty, improve customer retention, satisfy corporate
customer service goals and objectives and serve as a role model to
other customer service representatives. -Key
Responsibilities/Duties - what you will be doingResponds
professionally and promptly to phone inquiries while maintaining
the required performance service standards:
- Answers incoming phone calls from members and providers and
adheres to department customer service expectations.
- Ensures issues are accurately and completely resolved by using
available resources, including THP MP's information systems and
internal contacts in other supporting departments.
- Asks probing questions and takes the opportunity to educate
members and providers to avoid unnecessary repeat calls and
delays.
- Provides clear and accurate documentation to ensure problem
resolution.
- Responds to inquiries from other key departments in a timely
manner.
- Adheres to assigned schedules to ensure appropriate phone
coverage.
- Achieves individual performance expectations to contribute to
the cost-effective delivery of high quality service. Strives to
meet or exceed the department's established service standards
- Performs additional functions as required:
- Serves as a key contributor at department meetings and
occasionally lead team meetings.Mentor to new hires
- one on one coaching while monitoring new hire's phone
calls
- educate on training modules as needed
- assign buddies for new hire classes
- Works on special projects as required.
- Adheres to Tufts Health Plan's Corporate Compliance
policy.
- Demonstrates strong leadership skills and is viewed as a role
model:
- Assists supervisor in conducting monthly call monitoring.
- Serves as "Covering Supervisor" in supervisor's absence and
seeks solutions to high queue volume, staffing needs, and problem
resolution.
- Responds to escalated calls that require intervention.
- Coaches staff in resolving complex member and provider
issues.
- Presents creative suggestions for improving morale, department
processes, and workflows to management team. Serves as an expert
with regard to member and claim knowledge and THP MP systems.
-Qualifications - what you need to perform the jobEDUCATION:
- Bachelors Degree or equivalent relevant work experience is
preferred.
- Verbal and written communication skills generally acquired
through college or other advanced education is required.EXPERIENCE:
- Requires one year of experience in a call center, customer
service or health care setting and excellent verbal and written
communication skillsSKILL REQUIREMENTS:
- Proficiency with MS Windows and proficient keyboard
skills.
- Strong communication and organizational skills required as well
as the ability to research and respond to a high volume of
telephone and mail inquiries in a consistent and professional
manner.
- Basic math, grammar, and spelling are required as well as
knowledge of medical terminology is a plus.
- Must be able to work cooperatively as part of a team and
requires excellent interpersonal skills and an ability to provide
maximum customer service in order to promote a positive company
image.
- Must be able to effectively communicate with internal and
external customers in verbal and written format.WORKING CONDITIONS
AND ADDITIONAL REQUIREMENTS
- Fast paced office environment handling multiple demands and
exercising appropriate judgment as necessary.
- Requires a high level of initiative and independence and
communication skills sufficient to communicate verbally via
telephone.
- Requires ability to adapt positively to changes related to work
processes, department structure, environment, and technology.
- Involves simultaneous use of a telephone headset, and
PC/keyboard for long periods of time in order to document and
communicate efficiently along with long periods of sitting.
- Occasional overtime may be requested.CONFIDENTIAL DATA: All
information (written, verbal, electronic, etc.) that an employee
encounters while working at Tufts Health Plan is considered
confidential. Will be exposed to and required to deal with highly
confidential and sensitive material and must adhere to corporate
compliance policy and department guidelines/policies and all
applicable laws and regulations at all times.Commitment to
Diversity, Equity, Inclusion, Accessibility (DEIA) and Health
Equity?Point32Health is committed to making diversity, equity,
inclusion, accessibility and health equity part of everything we
do-from product design to the workforce driving that innovation.
Our Diversity, Equity, Inclusion, Accessibility (DEIA) and Health
Equity team's strategy is deeply connected to our core values and
will evolve as the changing nature of work shifts. Programming,
events, and an inclusion infrastructure play a role in how we
spread cultural awareness, train people leaders on engaging with
their teams and provide parameters on how to recruit and retain
talented and dynamic talent. We welcome all applicants and
qualified individuals, who will receive consideration for
employment without regard to race, color, religion, gender, gender
identity or expression, sexual orientation, national origin,
genetics, disability, age, or veteran status.About Us:Point32Health
is a leading health and wellbeing organization, delivering an
ever-better health care experience to everyone in our communities.
Building on the quality, nonprofit heritage of our founding
organizations, Tufts Health Plan and Harvard Pilgrim Health Care,
we leverage our experience and expertise to help people find their
version of healthier living through a broad range of health plans
and tools that make navigating health and wellbeing easier.At
Point32Health, we're working to reshape the world of health care by
pushing past the status quo and delivering even more to the diverse
communities we serve: more innovation, more access, more support,
and healthier lives. And we want people like you on our side to
make it even better.This job has been posted by TalentBoost on
behalf of Point32Health. TalentBoost is committed to the
fundamental principle of equal opportunity and equal treatment for
every prospective and current employee. It is the policy of
TalentBoost not to discriminate based on race, color, national or
ethnic origin, ancestry, age, religion, creed, disability, sex and
gender, sexual orientation, gender identity and/or expression,
military or veteran status, or any other characteristic protected
under applicable federal, state or local law.
Req ID: R6623
Keywords: Point32Health, Brockton , Help Desk Support Rep - (TMP Employees Only), Other , Brockton, Massachusetts
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