Fort Lauderdale, Florida
Member Experience Advisor/Customer Service Job Opening in Fort Lauderdale, Florida - NationsHearing is a leader in the hearing benefits industry. We work with health insurance companies and other organizations to assist them in providing hearing healthcare benefits and associated products. We evolved to simplify the testing, dispensing and reimbursement process of acquiring hearing aids to the millions of individuals who experience hearing loss. We are committed to improving the health and quality of life of our members.
We are looking for Member Experience Advisors with a passion to serve, an aptitude for building rapport, and an ability to engage a Member through a genuine connection with a human touch approach. Our Advisors will provide exemplary customer service while guiding our Members through the process. Our Advisors are skilled problem solvers and utilize a consultative approach.
Responsibilities: Primarily responsible for handling of inbound and making outbound customer service and sales calls and (but not limited to the following):
Represent NationsHearing in a professional manner and uphold our reputation as a leader in the industry
Handle inbound and outbound calls from Members enrolled in all NationsHearing programs in an articulate manner.
Act as the Liaison between the customer and the partner provider, Facilitate Member appointments with NationsHearing Providers
Knowledge of Medicare and Managed Care regulations preferred -ability to explain medical processes and procedures while giving clear, concise, step-by-step direction to Members.
Establish rapport with Members quickly and genuinely, showing patience, empathy and sensitivity towards others.
Provide knowledge and in-depth advice for hearing loss and hearing aids. Confidently and accurately explain hearing plan benefits. Educating Members on products or services that will enhance their quality of life
Ability to remain confidential with all proprietary information
Must adhere to all NationsHearing, HIPAA and MCO / Medicare guidelines.
Resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsHearing
Evaluate each account using supporting technology
Utilize online knowledge source to ensure all interactions are accurate and compliant with all business processes and procedures
Qualifications:
* College Degree preferred
*HS Diploma or GED for the right candidate with related experience
Minimum 2 years customer service experience and/or sales experience preferred; customer service telephone experience strongly preferred
Exposure and/or interest in healthcare products and outcomes
Ability to handle high call volumes and make sound business decisions in an efficient manner
Knowledge of consultative sales techniques is preferred
Ability to remain highly motivated in a multi-faceted environment
Analytical thinker and problem solver
PC proficiency required
Attention to detail and quality-oriented
Highly energetic with motivation to assist Members, Providers and other team members
Multi-task oriented
Excellent listening and interpersonal skills
Department : Customer Service
Location : Fort Lauderdale, Florida
Travel Required : 0%
Position Type : Full Time/Customer Service
Job Type: Full-time
Required education:
Associate
Required experience:
High call volume: 1 year
Healthcare: 1 year
Customer Service: 1 year
Required languages:
Spanish
Korean
Mandarin
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