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Customer Engagement Team Lead
Company | Employer Direct Healthcare |
Address | Dallas, TX, United States |
Employment type | FULL_TIME |
Salary | |
Category | Technology, Information and Internet |
Expires | 2023-09-30 |
Posted at | 7 months ago |
About Employer Direct Healthcare
- You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas
- You CARE deeply for your customers. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change
- You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change
- A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with
- INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear
- You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change
- You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment
- Handle Manager level escalated calls to salvage member experience and provide exceptional service
- Accountable for Engaging and educating new and existing members on our SurgeryPlus offering and ensuring all benefits are clearly articulated and understood.
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements
- Assist Supervisors in training new Customer Care advocates
- Assist with provider selection and coordinate appointments and travel for member while assisting with appropriate venue selection
- Assist Supervisors in getting answers to questions, resolution to issues, and support for initiatives which help improve the member experience journey
- Lead projects and initiatives within Member Services team to enhance CA and member experience
- Gather and analyze data to showcase project effectiveness aligning with department and company goals
- Follow up, resolve, and document issues with routing of inquiries needing further investigation to the appropriate department
- Approximately one or more years in a Care Advocate I position with strong evidence-based performance
- Bachelor’s degree in healthcare administration, social services, public health, or related field required
- Strong critical thinking and problem-solving skills
- Ability to effectively organize work activities to meet deadlines
- Ability to work effectively in a team environment
- Strong written and verbal communication skills
- Medical Insurance
- Paid Time Off
- 401k with company match
- Life Insurance
- Dental Insurance
- Paid Parental Leave
- Vision Insurance
- Short & Long Term Disability
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