Job description

Under the general direction of Call Center Manager, is responsible forproviding accurate and thorough interpretation of Tufts Health Plan (THP) member secure portal, registration, and self-service tools to customers.

In addition to providing accurate technical information, the Member Services Lead, THPP Member Services Call Center is responsible forresolution of complex customer Portal inquiries,the facilitation of problem resolution, andacting as a customer advocate by meeting or exceeding customers expectations.

Job Description

The Member Services Lead, THPP Member Services Call Center is expected to take personal and complete responsibility for every interaction with a customer by providing outstanding service as a means to build customer loyalty, improve customer retention, and satisfy corporate customer service goals and objectives.

The Member Services Lead, THPP Member Services Call Center plays an integral role in:

• Coaching and mentoring new and existing staff, conducting side by side sessions, and chat support for Portal escalation requests
• Providing coverage in the absence of Manager,
• Handling of escalated Portal calls
• Continuous queue monitoring to ensure real time adherence for portal escalation
• Service Form audits
• special project assignments.
• May assist with testing systems as a department SME

Additionally, the Member Services Lead, THPP Member Services Call Center has the opportunity of using this position as a steppingstone to career development, including toward the role of Supervisor.

Requirements

EDUCATION: (Minimum education certifications required)

• Bachelors degree preferred

EXPERIENCE: (Years of experience)

• Minimum of 2-3 years customer service and/or call center experience.
• Minimum of one years experience as a THP Call Center representative.
• Prior experience managing project assignments preferred

SKILL REQUIREMENTS: (Include interpersonal skills)

• Knowledge of the member secure portal preferred
• Knowledge of IBM forms
• Expert knowledge of Tufts Health Plan products and services, including knowledge of key operations departments, their functions and a familiarity with professional relations, medical management and marketing services is required.
• Must have the ability to appropriately identify emergency situations and follow the appropriate protocol.
• Must be knowledgeable of resources available within the organization to resolve both internal and external problems and concerns.
• Requires excellent verbal and written communication skills.
• Requires the ability to work in a complex environment.
• Must be able to exercise excellent judgment and be effective working autonomously.
• Strong information management skills including the ability to organize information, identify subtle and/or complex product and service delivery issues that impact customers and the ability to articulate and pursue solutions to problems impacting service.
• Must be able to work cooperatively as part of a team.
• Requires strong interpersonal skills and an ability to provide excellent customer service in order to promote a positive company image.
• Must be able to effectively communicate with internal and external customers in verbal and written format.

WORKING CONDITIONS AND ADDITIONAL REQUIREMENTS: (include special requirements, e.g., lifting, travel, overtime)

• Fast paced environment handling multiple demands.
• Must be able to exercise appropriate judgment as necessary.
• Requires the ability to balance multiple priorities and function in a complex, rapidly changing environment.
• Requires a high level of initiative and decision-making skills.
• Must anticipate, defuse, and redirect potentially problematic situations.
• An open cubical environment with a Personal Computer and telephone.
• Occasional evening, weekend, or extended workdays may be required.

What we build together changes our customer's health for the better. We are looking for talented and innovative people to join our team. Come join us!

Please note: As of January 18, 2022, all employees including remote employees must be fully vaccinated. This position will require the successful candidate to show proof of full vaccination against COVID-19. Point32Health is an equal opportunity employer, and will consider reasonable accommodation to those individuals who are unable to be vaccinated consistent with federal, state, and local law.

About Us:
Point32Health is a leading health and wellbeing organization, delivering an ever-better health care experience to everyone in our communities. Building on the quality, nonprofit heritage of our founding organizations, Tufts Health Plan and Harvard Pilgrim Health Care, we leverage our experience and expertise to help people find their version of healthier living through a broad range of health plans and tools that make navigating health and wellbeing easier.

At Point32Health, were working to reshape the world of health care by pushing past the status quo and delivering even more to the diverse communities we serve: more innovation, more access, more support, and healthier lives. And we want people like you on our side to make it even better.

This job has been posted by TalentBoost on behalf of Point32Health. TalentBoost is committed to the fundamental principle of equal opportunity and equal treatment for every prospective and current employee. It is the policy of TalentBoost not to discriminate based on race, color, national or ethnic origin, ancestry, age, religion, creed, disability, sex and gender, sexual orientation, gender identity and/or expression, military or veteran status, or any other characteristic protected under applicable federal, state or local law.

Req ID: R5094

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