Associate, VOC Specialist
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Job Description
Voice of the Customer Associate at Ametros, proactively reaching out to Members to understand their needs. Ensuring members optimize their healthcare benefits with effective communication and support.
Responsibilities:
- Act as a customer support representative, responsible for proactively reaching out to Members to understand their individual needs, educate and support them to ensure they are optimizing their benefits with Ametros.
- Use a systematic approach to retain Members who are not fulfilling their full potential with Ametros, including members whose pattern of usage (of provider services, medications and/or Durable Medical Equipment) has changed significantly and members using out-of-network services which may represent missed opportunities to save money on their care.
- Act as a resource for large and complex Member relationships.
- Handle all Member issues and complex escalations with the goal of maintaining our high levels of member retention.
Requirements:
- H.S. Diploma or General Education Degree (GED) required
- Associate’s Degree (AA) preferred
- 3-4 years experience in a customer service or inside sales role required
- Relationship management skills and openness to feedback
- Proven Sales Ability - able to overcome objections
- Professional Verbal and written communication
- Ability to show Initiative in providing the best experience possible for our members
- Organization & time management skills; especially related to following up on issues
- Meticulous attention to detail
- Ability to work well in a team and as an individual contributor in a fast-paced environment
- Familiarity with worker's compensation industry
- Knowledge regarding Medicare Set-asides
- In depth knowledge about Ametros products and services
Benefits:
- Health insurance
- 401(k) matching
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