Concentrix Member Services Support - Healthcare in Pocatello, Idaho

Job Title:

Member Services Support - Healthcare

Job Description

Requires both customer service and sales skills, and typically involves consultative sales, and lead creation. May require both inbound and outbound call work, or inbound calls combined with an outbound follow-up or confirmation call. May also involve both e-care (email and chat) and voice support.

Essential Functions/Core Responsibilities

  • Engages in both inbound and outbound voice and chat

  • Uses client-based email in work

  • Not required to maintain average handle time (AHT) of less than five minutes

  • May require follow up with customers on requested leads

  • Relies on multiple tools

  • Greet customers in a courteous, friendly, and professional manner using agreed upon procedures

  • Listen attentively to customer needs and concerns; demonstrate empathy

  • Probe for and confirm understanding of customers issue and needs

  • Meet customer requirements through first contact resolution

  • Confirm customer understanding of the solution

  • Provide additional customer education as needed

  • Prepare complete and accurate work and update customer file

  • Effectively transfer misdirected customer requests to an appropriate party

  • Contribute ideas to better resolve problems, serve the customer, and improve productivity

  • Participate in activities designed to improve customer satisfaction and business performance

  • Occasionally use decision-support tools to answer questions

  • Solve problems that are sometimes unstructured and require reliance on conceptual thinking

  • Offer solutions to issues that are often non-standard/non-routine and require some clarification

  • Maintain broad knowledge of client products and services

  • Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Convergys is an EEO/AA/M/F/Vet/Disability Employer

Location:

USA, Pocatello, ID

Language Requirements:

Time Type:

Full time

Mission:

We will be the greatest customer engagement services company in the world, rich in diversity and talent. We will get there by embracing our culture.

About Concentrix:

We’re a company like no other. We are fanatical about our staff and are constantly helping them grow and achieve their career goals. We are a global workplace that offers YOU infinite possibilities!

Company Overview:

In a world full of average, we stand out. We believe experience is everything. Period. To achieve outstanding results, we’re disrupting the market by being absolutely obsessed with making our clients’ businesses better. We bring together the brightest and most creative minds in business, cutting-edge technology solutions, proven design thinking expertise and exceptional customer experience centers. Our clients notice the difference too… in increased customer loyalty, improved business performance and differentiation in their markets. As a diverse, global organization, we have unconventionally fresh ideas and deliver extraordinary customer experiences for more than 450 of the world’s best brands. Concentrix. A passionate company powered by passionate people.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.