[Hiring] Specialist III, Customer Care @Navitus Health Solutions

Role Description

Navitus Health Solutions is seeking a Specialist III, Customer Care to join our team! The Specialist III, Customer Care (CCSIII) will answer, research, and troubleshoot incoming Customer Care inquiries from members, providers, and pharmacies, with a primary focus on educating and guiding agents on all topics. The CCSIII will give accurate and timely responses to inquiries and work with other team members to meet departmental performance metrics.

• Function as a subject matter expert (SME) on all Customer Care contact handling topics and technologies.
• Be the first point of escalation for all issues.
• Lead contact between Customer Care and other Navitus departments to resolve issues identified through customer contacts.

Responsibilities

• Provides friendly and clear education, direction, and guidance to staff on managing inquiries through phone, email, and in-person coaching.
• Acts as first point of contact for escalated callers, and escalates to Leadership as appropriate.
• Acts as a member advocate, while also upholding client rules and expectations.
• Identifies call-flow barriers to departmental productivity; investigates trends, identifies root problems, and works with the appropriate teams to remove barriers.
• Routinely takes toll-free calls, up to 50% of shift, during designated times and when call volume is high.
• Utilizes all available resources to ensure that the correct and complete answer is given to all inquiries.
• Supports special teams and participates in ad hoc or regularly scheduled projects and agent interactions.
• Protects all personal health information and abides by all HIPAA regulations and confidentiality requirements, including timely research of potential breaches.
• Maintains scheduled hours and demonstrates flexibility to support the departmental performance guarantee.
• Other duties as assigned.

Qualifications

• A high school degree or equivalent. Post high school education desired.
• Two years’ customer service experience.
• Knowledge of Microsoft Office preferred.
• Bilingual skills (Spanish speaking) are highly desirable.
• Participate in, adhere to, and support compliance program objectives.
• The ability to consistently interact cooperatively and respectfully with other employees.

Benefits

• Top of the industry benefits for Health, Dental, and Vision insurance.
• 20 days paid time off.
• 4 weeks paid parental leave.
• 9 paid holidays.
• 401K company match of up to 5% - No vesting requirement.
• Adoption Assistance Program.
• Flexible Spending Account.
• Educational Assistance Plan and Professional Membership assistance.
• Referral Bonus Program – up to $750!

Pay Range

USD $20.00 - USD $22.62 /Hr.