Summary of Position

Interact face-to-face with customers, assisting in providing complete resolution of customer concerns including claims, 
benefit and enrollment inquiries through health plan navigation, health and wellness coaching and community referrals. Work closely with onsite sales colleagues to identify customers in need of enrollment services and provide post-sale
customer service follow-up.  Act as site expert on company product offerings and operations by attending all general, product and operation training 
sessions and by regularly reviewing all training notices. Act in a primary support role to other regional team members.  Work with the Regional Manager to manage onsite events and track site expenses.  Manage site decisions when the Regional Manager is unavailable and/or upon request. Represent EmblemHealth to all visitors to the sites, including internal and external partners, groups and leaders.  Back up the Regional Manager’s site responsibilities across the region but will have a primary work location.

Principal Accountabilities 

Identify customer needs and help solve customer issues related to health plans, health and wellness and enrollment 
within regulatory guidelines; providing direct guidance or identifying other EmblemHealth and community resources 
to find customer solutions, conduct customer needs assessment, and provide education on condition management. Understand and maintain excellent working knowledge of EmblemHealth products, services and technology 
platforms.  Act in a primary support role to other regional team members. Document interactions in support of quantitative 
metrics for the site and department. Work with manager to organize onsite health seminars and classes, including EmblemHealth vendor-led classes.  Act as site lead and make site decisions to fill in for Regional Manager’s absence or when requested, representing  EmblemHealth with internal and external partners and community leaders. Proactively communicate with customers, EmblemHealth departments and community partners the status of any 
outstanding customer issues until solved. Effectively describe final resolution to customer. Attend training sessions, review all training emails/documents and review all items with team members ensuring 
comprehensive knowledge of items. Participate in weekly meetings with manager and team members across sites to discuss training knowledge, 
customer care issues, improvement opportunities, community offerings, and other site and company priorities  Work together with sales team to identify customers in need of enrollment services and post-sale customer service 
follow-up.  Proactively support operational aspects of other internal partners such as AdvantageCare Physicians, product, 
customer service and quality to help improve customer experience and operations

Qualifications 

Education, Training, Licenses, Certifications

Bachelor’s Degree

Relevant Work Experience, Knowledge, Skills, and Abilities 

4 - 6 years of experience working with customers in customer service, medical or managed care environment. Additional experience/specialized training may be considered in lieu of educational requirements. Bilingual Language Skills – Spanish/ Chinese Dialect Experience in evidence-based health and lifestyle coaching techniques preferred; willingness to attend appropriate training 
and certification classes. Experience communicating directly with customers, assessing needs, and connecting customers with resources. Knowledgeable on how to navigate all aspects of medical care and managed care system; health and wellness. Ability to demonstrate excellent service knowledge and hospitality. Possesses optimistic warmth and empathy for the customers’ experience. Technologically savvy, with the ability to quickly learn and navigate different information technology systems. Flexibility to work in different Neighborhood Care sites when needed. Additional Information Requisition ID: 1000002626 Hiring Range: $68,040-$118,800