Associate, Outbound Call Center

Over 35 years strong and fueled by 1,700 smart, passionate employees across New York state and Vermont, MVP is full of opportunities to grow. We are a nationally recognized, award-winning leader for a reason. The beating heart of our company is a wide range of employees from a diverse set of backgrounds—tech people, numbers people, even people people—working together to make health insurance better. If you are ready to join a thriving, mission-driven company where you can create your own opportunities and make a positive difference—it’s time to make a healthy career move to MVP!
Status: Full-time, Non-Exempt
This individual will be part of the outreach experience focused on delivering value added services. Success will be determined by establishing a meaningful connection which improves the customer experience, increases member health care literacy, and contributes to customer retention. Majority of contact is via telephone, with some written correspondence/e-mail as needed. Perform outbound campaigns in support of meeting quality objectives, to welcome new members to plans, and to meet defined objectives as outlined for each campaign. Ability to work in a fast-paced environment and deal with the challenges inherent in a call-center atmosphere. Deliver excellent customer service on each call. Meet individual accessibility and outreach goals, and team goals for industry standard benchmarks. Work closely with all other MVP departments, especially Quality, Operations, Utilization Management, Sales and Professional Relations. Off call work may include service issue research and resolution, reporting, special projects, etc. Performs other duties as assigned.

• Responsible for researching and resolving member issues and for communicating resolution back to the caller in a timely, professional and effective fashion. Successfully uses contacts to facilitate issue resolution and interacts appropriately with all involved.
• Conducts outbound campaigns for all lines of business, must be self-directed, organized, confident, and able to flex communication and presentation skills to the needs of the customer.
• Performs other duties as assigned.
• Serve as a liaison between our internal and external customers, always representing the company in a professional and courteous manner.
• Must have the ability to work in a fast-paced environment and manage the challenges inherent with a call center atmosphere while delivering excellent service on every call.
• Applies technical skills required to simultaneously access multiple databases while addressing customer needs.
• Manages first call resolutions and perform tasks efficiently; adhering to guidelines on call avoidance, average handle time, hold time, and after call work.
• Demonstrate excellent communication skills, applying soft skills during interactions with diverse clientele.
• Documents all customer contacts, performing data input in a highly accurate manner.
• Develops a comprehensive understanding of all lines of business. On an ongoing basis, educates members about their benefits and MVP’s procedures.
• Delivers service with integrity. Clearly explains all policies and procedures on both incoming and out-going calls.

POSITION QUALIFICATIONS:
Minimum Education:

• Post high school education (Associates degree, college courses) preferred.
• High School diploma or equivalent when possesses customer service employment experience.

Minimum Experience:

• Experience in positions where adherence to strict confidentiality is required.
• Minimum 1 – 3 years customer service experience and/or relevant office experience required.
• Healthcare, health insurance experience preferred Call Center experience preferred.

Required Skills:

• Have strong interpersonal skills and exhibit good judgment.
• Demonstrated PC skills using Microsoft applications.
• Collaborative skills: ability to work in team environment.
• Strong problem-solving skills with effective oral and written communication skills.
• Demonstrated excellent customer service skills including superior accountability and follow through.

Preferred Skills:

• Bilingual (Spanish speaking) excellent telephone/communication skills.

About MVP
MVP Health Care is a nationally recognized, not-for-profit health insurer caring for more than 700,000 members in New York and Vermont. Committed to the complete well-being of our members and the communities we serve, MVP makes health insurance more convenient, more supportive, and more personal. We are powered by the ideas and energy of more than 1,700 diverse, employees from all backgrounds, committed to having a positive impact on the health and wellness of everyone we serve. MVP Health Care is an Affirmative Action/ Equal Employment Opportunity (PDF). We recruit, employ, train, compensate, and promote without regard to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, disability, genetic information, veteran status, or any other basis, e.g., Pay Transparency (PDF), and the Know your Rights protected by applicable federal, state or local law. Any person with a disability needing special accommodations to the application process, please contact Human Resources at [email protected]
Please apply and learn more – including how you may become a proud member of our team.