The Member Services Department provides a single point of contact for questions, problem solving, and access to care, for members and all those involved in CCA members' care. The Member Service Representative (MSR) is responsible to provide a best-in-class service experience to all constituents, including enrolled and prospective members, Commonwealth Care Alliance internal workforce, and employees of state and federal agencies. The MSR serves as a facilitator for member inquiries and assists with accessing care. This position focuses on educating members on health plan benefits, products, and services, and will triage calls to the appropriate destination. The MSR will also report to and receive daily instruction from contact center leadership. After training, the MSR will be expected to have a solid understanding of operational, telecom, and IT related systems specific to contact centers in the health care industry. This position is remote and the contact center is staffed 7 days per week from 8AM-8PM ET including most holidays. Typical shifts are 8:00 am-4:30 pm, 9:30 am-6:00 pm and 11:30 am-8:00 pm ET. You are aligned to a schedule for a minimum of 6 months following training.
The ideal candidate:
We are looking for tenacious, personable, and compassionate individuals who are able to solve problems while delivering outstanding customer service to our members. Individuals who are reliable, empathetic, and thrive in a challenging work environment, you could be a great addition to our team. Ability to service our members in Spanish as well as English is a plus.
The MSR position requires the ability to sit at a desk, while talking on the telephone and using the computer, for eight hours each day in a distraction free environment.