CXO Specialist-Member Service Advocate
Location
United States
Posted
10 days ago
Salary
Not specified
Job Description
Role Description
The CXO Specialist is a role within our Office of the Chief Experience Officer focused on providing exceptional customer service to members who require additional expertise in resolving their inquiries. This position involves promptly addressing inquiries from the escalation and service recovery channels directed to our Chief Experience Officer. Plays a critical role in helping members navigate the complex healthcare system. Acts as an advocate, quickly build a rapport, listen to concerns, and strive to resolve them efficiently. Acts quickly with minimal guidance and is comfortable interacting with executive leadership.
Qualifications
- Minimum of two (2) years of customer service experience required
- High School Diploma or GED required
- Bachelor's degree preferred
Requirements
- Demonstrates knowledge in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a ‘subject matter expert’ in the healthcare experience that our members navigate daily.
- Additional subject matter expertise as a senior-level team member in workflows, product and/or business line, region, etc.
- Conducts member outreach phone calls and/or receiving inbound phone calls within the department’s goal timeframe; successfully contact and manage to the member’s communication preferences as possible, which may include time of day, channel, and language; multi-lingual skills and/or utilize interpreter service as needed.
- Collaborates with our partners – including other departments, supplemental benefit vendors, and provider network – to facilitate the member experience.
- Identifies members targeted for care gaps and other campaigns and connect members to programs or services when appropriate; analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.
- Responsible for real-time documentation and timely wrap-up to support outcomes reporting in all systems/applications as required; must enter member demographics and information with accuracy and attention to detail, i.e. feel responsible for the quality of our organizational data.
- Excels in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of member satisfaction.
- Participates in required team meetings and training and exhibit satisfactory understanding of new information and process.
- Assist with the development and training of new hires including shadowing.
- Supports other projects and duties as assigned by Management.
Benefits
- Pay Range: $41,472.00 - $62,208.00
- Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
Job Requirements
- Minimum of two (2) years of customer service experience required
- High School Diploma or GED required
- Bachelor's degree preferred
- Demonstrates knowledge in procedures, protocols, benefits, services, and any other necessary information to resolve member issues and inquiries; serve as a ‘subject matter expert’ in the healthcare experience that our members navigate daily.
- Additional subject matter expertise as a senior-level team member in workflows, product and/or business line, region, etc.
- Conducts member outreach phone calls and/or receiving inbound phone calls within the department’s goal timeframe; successfully contact and manage to the member’s communication preferences as possible, which may include time of day, channel, and language; multi-lingual skills and/or utilize interpreter service as needed.
- Collaborates with our partners – including other departments, supplemental benefit vendors, and provider network – to facilitate the member experience.
- Identifies members targeted for care gaps and other campaigns and connect members to programs or services when appropriate; analyze available programs, determine program eligibility, and connect member to appropriate provider or vendor.
- Responsible for real-time documentation and timely wrap-up to support outcomes reporting in all systems/applications as required; must enter member demographics and information with accuracy and attention to detail, i.e. feel responsible for the quality of our organizational data.
- Excels in customer service and contribute to a culture of going “above and beyond” to ensure the highest level of member satisfaction.
- Participates in required team meetings and training and exhibit satisfactory understanding of new information and process.
- Assist with the development and training of new hires including shadowing.
- Supports other projects and duties as assigned by Management.
Benefits
- Pay Range: $41,472.00 - $62,208.00
- Pay range may be based on a number of factors including market location, education, responsibilities, experience, etc.
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