Company Statement
Connecticare is a leading health plan in the state of Connecticut and a subsidiary of EmblemHealth, a health and wellness company that provides insurance plans, primary and specialty care, and wellness solutions. WellSpark is a digital wellness company and national subsidiary of EmblemHealth that offers a full suite of products and solutions to reward people for healthy behaviors.
Concierge Service Specialist
Summary:
Handle incoming inquiries through multiple contact channels for our CNY HMO members. Effectively and efficiently communicate resolutions to member’s requests ensuring high First Contact Resolution rates. Advocate for our members in the event there are issues and follow up with the members once the issues are resolved.
Responsibilities:
- Create a connection and develop rapport with members to provide outstanding personalized service.
- Identify customer needs and assist in providing complete resolution of customer concerns including claims, benefit and enrollment inquiries through health plan navigation and collaboration with other internal groups.
- Serve as an expert in EmblemHealth products, services and technology platforms.
- Champion efforts to solve the members request on the initial call; provide follow up if not solved on the initial call.
- Inform and educate members on how to utilize self service capabilities and functionality with the portals and mobile application.
- Act as a scheduling agent, working in collaboration with the member, to ensure appointments are scheduled, as necessary.
- Proactively provide information and recommendations to maximize the customer experience: gather and provide feedback to stakeholders based on member feedback to further improve customer experience.
Requirements:
- Bachelors’ degree required; additional experience/specialized training may be considered in lieu of educational requirements
- 1-2+ years of relevant, professional work experience required
- Healthcare experience including pharmacy background preferred
- Proficient with MS Office (Word, Excel, PowerPoint, Teams, Outlook, etc.) required
- Strong customer service skills and the ability to empathize with the customer’s perspective required
- Knowledge of health insurance industry required
- Strong communication skills (verbal, written, presentation, interpersonal) with all types/levels of audience required
- Ability to clearly and effectively convey information and concepts to customers required
- Dependability and adaptability required
- Commitment to quality and continuous improvement required
- Strong problem-solving skills to be applied to a wider array of business challenges required
- High level of proficiency all applicable systems and process required
Security Disclosure
If you are offered a job from one of the EmblemHealth family of companies that includes ConnectiCare, AdvantageCare Physicians, and WellSpark, the offer confirmation email will come from “HRTalentAcquisition” with the subject line: “Offer of Employment for (job title)” – Please respond online”.
We never ask you to join a Google Hangout, request you to purchase your own equipment or pay to apply. We do not send email from a third-party email service such as Yahoo or Gmail.
Pay Disclosure
A good faith estimate of the compensation range for individuals hired to work for the EmblemHealth Family of Companies is provided. This compensation range is specific and considers factors such as (but not limited to) the scope and responsibilities of the position, the candidate’s work experience, education/training, internal peer equity, and market and business considerations. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the work is being performed. It is not typical for an individual to be hired at or near the top of the range, as compensation decisions depend on each case’s facts and circumstances. Union roles covered by a collective bargaining agreement will compensate in accordance with the union contract.
EEOC Statement
We are committed to leveraging the diverse backgrounds, perspectives, and experiences of our workforce to create opportunities for our people and our business. We are an equal opportunity/affirmative action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex/gender, sexual orientation, gender identity or expression, pregnancy or related condition, marital status, national origin, disability, protected veteran status or any other characteristic protected by law.