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Avēsis · 3 hours ago

Customer Engagement Specialist

United States

Full-time

Remote

Entry Level

$16.68/hr - $32.59/hr

2+ years exp

Avēsis is a leading provider of supplemental benefits, dedicated to improving access to dental care for Medicaid recipients. In the role of Customer Engagement Specialist, you will provide compassionate support and expert guidance to members, helping them navigate their benefits and resolve inquiries to enhance their experience.

Insurance

Responsibilities

Answer 40-60 inbound calls, responding to inquiries ranging from routine to moderate complexity

Capture member information accurately and update systems with complete and concise data

Ensure flexibility, stay organized, and comply with constantly changing programs and business rules

Investigate issues that cannot be resolved at the time of initial call. Collaborate with internal teams to research and follow up with the Member until a resolution occurs

Comfortable working in the healthcare field, with an acute awareness for privacy, confidentiality, HIPAA requirements and professionalism

Ability to determine proper issue escalation - joining forces with other internal departments for answers, therefore closing the loop and providing a solution for the Member

Qualification

Healthcare customer serviceHigh-volume call centerHIPAA complianceMicrosoft WordMicrosoft ExcelSpanish fluencyEmpathyLogical thinkingActive listeningVerbal communication

Required

High School Diploma or equivalent required

2+ years of experience in a healthcare customer service role

1+ year of experience in a high-volume call center

Ability to work 40 hours/week, Monday - Friday, with availability between 7:00 a.m. and 8:00 p.m. Eastern Time is required

Proficient computer skills including Microsoft Word, Excel, Outlook required

Capacity to work unencumbered and independently in a home office/virtual environment

Internet connection must be through a cable broadband or fiber optic internet service provider with speeds of at least 50 Mbps download/25 Mbps upload required. *No mobile hot spots permitted

Proficiency to navigate multiple computer software/systems and multi-screen functionality with ease

Demonstrated sensitivity, empathy, and compassion with Member callers

Able to maintain confidentiality and adhere to HIPAA requirements

Excellent written communication: ability to document caller interactions in a concise manner

Active listening skills while providing exceptional customer service

Excellent verbal communication skills with the ability to present information in an empathetic, clear, way. Must be adaptable, flexible, and readily able to adjust to changing situations

Able to apply logical thinking when evaluating problems

Adept to interacting with diverse populations

Overtime may be required at times during peak seasons