At careerzynith, we're on a mission to revolutionize the way we deliver exceptional customer experiences. As a dedicated Representative, Customer Experience - INBOUND, you'll play a vital role in shaping the future of our organization. We're seeking a highly skilled and passionate individual to join our team, providing top-notch support to our members and providers.
**About careerzynith**
careerzynith is a leading healthcare organization committed to providing quality care to individuals receiving government assistance. With a strong focus on innovation and customer satisfaction, we're constantly pushing the boundaries of what's possible in the industry. Our team is comprised of talented professionals who share a common goal: to make a meaningful difference in the lives of others.
**Job Summary**
As a Representative, Customer Experience - INBOUND, you'll be responsible for delivering exceptional service to our members and providers through various communication channels. This role requires a strong skillset in customer service, problem-solving, and communication. You'll work closely with internal and external departments to ensure seamless resolution of customer inquiries and concerns.
**Key Responsibilities**
* Provide service support to members and/or providers using one or more contact center communication channels, including phone, chat, email, and off-phone work, across multiple states and/or products.
* Conduct various surveys related to health assessments and member/provider satisfaction.
* Accurately document pertinent details related to Member or Provider inquiries.
* Work regularly scheduled shifts within our hours of operation, including lunches and breaks, and be available to work overtime and/or weekends as needed.
* Demonstrate ability to quickly build rapport and respond to customers in an empathetic manner by identifying and exceeding customer expectations.
* Aptitude to listen attentively, capture relevant information, and identify Member or Provider's inquiries and concerns.
* Meet/exceed individual performance goals established for the position in the areas of: Call Quality, Attendance, Adherence, and other Contact Center objectives.
* Proactively engage and collaborate with internal/external departments.
* Personal responsibility and accountability by taking ownership of providing resolutions in real-time or through timely follow-up with the Member and/or Provider.
* Support provider needs for basic inquiries and assistance involving member eligibility and covered benefits, Provider Portal, and status of submitted claims.
* Effectively communicate in a professional setting.
**Essential Qualifications**
* High School Diploma or equivalent combination of education and experience.
* 1-3 years of Sales and/or Customer Service experience in a fast-paced, high-volume environment.
* Strong communication and interpersonal skills.
* Ability to work in a team environment and adapt to changing priorities.
* Proficiency in Microsoft Office and other relevant software applications.
**Preferred Qualifications**
* Associate's Degree or equivalent combination of education and experience.
* 1-3 years of experience in a contact center environment.
* Familiarity with Genesys, Salesforce, Pega, QNXT, CRM, Verint, Kronos, Microsoft Teams, Video Conferencing, CVS Caremark, and Availity.
* Experience working with Medicaid, Medicare, and/or Marketplace business.
**Skills and Competencies**
* Excellent communication and interpersonal skills.
* Strong problem-solving and analytical skills.
* Ability to work in a fast-paced environment and adapt to changing priorities.
* Proficiency in Microsoft Office and other relevant software applications.
* Strong customer service skills and ability to provide exceptional service to members and providers.
* Ability to work independently and as part of a team.
* Strong time management and organizational skills.
**Career Growth Opportunities and Learning Benefits**
At careerzynith, we're committed to helping our employees grow and develop their careers. As a Representative, Customer Experience - INBOUND, you'll have access to:
* Ongoing training and development opportunities to enhance your skills and knowledge.
* Opportunities for career advancement and professional growth.
* A collaborative and supportive work environment.
* Recognition and rewards for outstanding performance.
**Work Environment and Company Culture**
careerzynith is a dynamic and innovative organization that values diversity, equity, and inclusion. Our team is comprised of talented professionals who share a common goal: to make a meaningful difference in the lives of others. We're committed to creating a work environment that's inclusive, supportive, and empowering.
**Compensation, Perks, and Benefits**
careerzynith offers a competitive benefits and compensation package, including:
* Competitive hourly rate: $20.29 - $28.82 per hour.
* Opportunities for career advancement and professional growth.
* Ongoing training and development opportunities.
* Recognition and rewards for outstanding performance.
* A collaborative and supportive work environment.
* Comprehensive benefits package, including medical, dental, and vision insurance.
* 401(k) retirement plan with company match.
* Paid time off and holidays.
**How to Apply**
If you're a motivated and customer-focused individual who is passionate about making a difference in the lives of others, we encourage you to apply for this exciting opportunity. Please submit your application, including your resume and cover letter, to [insert contact information]. We can't wait to hear from you!
**Equal Opportunity Employer**
careerzynith is an Equal Opportunity Employer (EOE) and welcomes applications from diverse candidates. We're committed to creating a work environment that's inclusive, supportive, and empowering.