Customer Concierge

Schedule is 12:00 PM-8:00 PM. This is a remote position, but applicants must live locally. Our office is located in Boca Raton 33487. Training will be conducted in-office each day until you are ready to transition to remote work •Please do not apply unless you cant commute to Boca Raton, FL 33487 when needed•

Job Summary:

As a Customer Success Representative, you will be the heart of our member experience. You will play a critical role in ensuring our members have a seamless and positive journey with MPB.Health. You will act as a trusted guide, assisting them in navigating their healthcare needs, answering their questions and concerns, and resolving any issues that arise. This is a fast-paced, dynamic role that will help you make a difference in people's lives. We are seeking for a highly organized professional with customer service experience, as well as a preferred background in the insurance or healthcare field.

Your goal is to:

Member Support:

Build strong relationships with members, establishing trust and rapport. Proactively answer member questions and address concerns regarding their medical needs, benefits, and MPB.Health services. Troubleshoot and resolve issues efficiently and effectively, seeking escalation when necessary. Educate members on available resources and guide them towards appropriate next steps.

Onboarding and Engagement:

Welcome new members with personalized onboarding experiences. Assist members in understanding their benefits and plan details. Facilitate member engagement by providing ongoing education and support.

Data and Reporting:

Track and analyze member interactions and feedback. Identify trends and opportunities for improvement within the member experience. Contribute to reports and provide insights to improve member satisfaction and engagement. Add notes on the company's CRM, manage the phone system and do call backs whenever necessary. In addition complete RX quotes.

Collaboration:

Work closely with the Concierge Manager and other team members to ensure seamless member care. Share information and knowledge effectively to collaborate on solutions and best practices.

Enrollment Support:

Assist members via phone or video calls with the enrollment process for healthcare plans, including guiding them through different platforms, change forms and answering any questions they may have. Provide excellent customer service to members by addressing inquiries promptly and professionally. Collaborate with the administration team to ensure accurate and timely processing of applications. Maintain accurate records of member enrollment information and update databases as needed. Assist in resolving enrollment-related issues and escalating complex cases to the appropriate department.

Qualifications:

Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse individuals. Strong problem-solving and critical thinking skills. Proactive and self-motivated, with a willingness to go the extra mile. Ability to work independently and manage multiple tasks simultaneously. Excellent organizational skills and attention to detail. Working knowledge of healthcare terminology and benefits administration helpful. Customer service experience preferred. Proficient computer skills. High School Diploma (Bachelor's degree preferred but not required).

Pay:

$45,000.00 per year

Benefits:

Dental insurance Health insurance Paid time off Application Question(s): Do you live within 40 minutes or less of Boca Raton, Florida?

Work Location:

Hybrid remote in Boca Raton, FL 33487