Member Specialist
Company: Addison Group
Location: Houston
Posted on: January 15, 2021
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Job Description:
Job Description:* This role is a customer service position with
the purpose of working with members to successfully obtain all
pertinent information to be able to have them matched with the
appropriate legal representation. * This role works in a call
center environment handling inbound and outbound calls from and to
members and providers. * This role works in a team environment and
is expected to consistently maintain metrics/KPI's as defined by
management.Duties and Responsibilities:* Answer incoming emails in
a timely manner as defined by the Service Level Agreements* Quickly
determine the caller's needs and proceed to handle the intake of
information and assist the caller* Confirm eligibility when
necessary and verify plan benefits* Complete a thorough and
accurate case profile during intake* Ensure that the member has a
clear and correct understanding of benefits and process before
ending the initial call* Attempt to create comfort zones with each
member* Work with the team to proactively solve issues* Communicate
effectively and in a timely fashion with customers, teammates, and
management Notate all applicable information into each case within
the CMS* Complete a Daily Status Updates when referrals are not
ready the same day or the next day, so that the information can be
communicated to the member* Provide Referral information to the
member within 30 minutes of completion* Use every available contact
method to provide the referral to the member* Follow up within (1)
day to confirm that the member received the referral information
and was able to reach the attorney unless a success warm transfer
call was completed during referral* Follow up with the members
until it can be confirmed that the member has had a consultation
using the Follow-up Guidelines when you are unable to reach the
member* Ensure that the member was satisfied with the consultation
and determine whether the member will use the Provider's services,
would prefer another Provider, or has received all necessary
services* Continue following up with the member until the Providers
are completed to ensure satisfaction, at each and every touch
point, proactively and after* Report all issues, concerns,
complaints and potential problems with Members or Providers using
the Escalations Procedures* Respond to all phone messages and
emails within two (2) business hours* Report daily activity, using
the standard Daily Report format* All other duties as
assigned#TalentAdminJob Requirements:Requirements:* High School
Diploma, College Degree preferred* Preferred: Minimum three (3)
years customer service, insurance, or account management
experience* Must demonstrate strong customer service skills,
displaying sound judgement and decision-making* Must manage
customer expectations by resolving issues in a timely manner* Must
plan work appropriately and balance multiple priories* Excellent
communication skills, both written and verbal* Must maintain the
highest level of professionalism* Microsoft Office
proficiencySDL2017
Keywords: Addison Group, Houston , Member Specialist, Other , Houston, Texas
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