Resolve patient inquiries and balances by reviewing aging reports, generating statements, and facilitating payment arrangements. Collaborate with financial counselors and insurance collectors to ensure effective account management and support for...

Role Description Our Global team is dedicated to empowering frontline agents with real-time support, tools, and guidance to help them deliver exceptional service to our customers. As a Customer Retention Specialist at The Travel Corporation, you will play a key role in executing retention strategies that preserve revenue, strengthen guest loyalty, and enhance long-term satisfaction. - Act as a subject matter expert during high-impact disruptions, such as cancellations, withdrawn or consolidated tours, waitlisted and/or denied bookings. - Ensure all guests receive clear options, empathetic support, and exceptional service. - Drive revenue by promoting cross-brand opportunities and guiding customers through complex changes. - Provide advanced customer support, insights related to products, systems, policy, and retention processes. Qualifications - Experience in customer retention, inbound/outbound sales, customer service, or complaints handling (preferred). - Strong background in de-escalation and managing high sensitivity customer issues (sales experience preferred). - TTC or travel contact center experience is highly regarded. Requirements - Excel skills to manage retention reports, cost analysis, and cancellation tracking. - Ability to communicate clearly and empathetically, using strong de-escalation skills. - Prioritize and manage multiple retention cases efficiently while maintaining accuracy and high service standards. - Demonstrate flexibility and resilience during operational changes and high volumes. - Build positive, trust-based relationships with customers and travel agents. - Adhere to company policies and procedures when retaining bookings. - Apply strong negotiation, problem-solving, and resolution skills. - Maintain a high level of professionalism, confidentiality, and attention to detail. Benefits - Work Location: Fully remote. - Flexibility with shift work is required, including evenings, weekends, and public holidays. - Extended working hours possible based on business needs.

Role Description The Resolution Specialist is responsible for managing and resolving complex member issues through proactive outreach, case ownership, and cross-functional coordination. This role serves as a frontline problem solver ensuring member concerns related to items such as authorizations, claims, benefits, provider access, and service experience are resolved accurately, compassionately, and within defined turnaround times. - Fully own assigned cases from intake through closure, ensuring members feel heard, supported, and confidently resolved. - Contribute to improving turnaround times, reducing aging inventory, and delivering a high-quality member experience aligned with regulatory and organizational standards. - Support the Customer Resolution team’s mission of delivering caring connections while identifying trends and improvement opportunities that strengthen operational performance and prevent repeat issues. Qualifications - Minimum 1 year of healthcare experience. - Minimum 1 year of contact center experience involving complex problem solving, escalation handling, or issue resolution. - Experience assisting members with navigating healthcare services including referrals, authorizations, claims, or benefits. - Experience supporting Medicare Advantage or managed care members with benefits navigation including medical, prescription drug, or supplemental benefits. - Preferred: 3+ years healthcare experience. - Preferred: Experience in grievance, escalation, or resolution-focused contact center environments. - Preferred: Medicare Advantage or managed care experience. Requirements - Required: High School Diploma or GED. - Preferred: College coursework in healthcare administration, business, or related field. - Required: None for training. Benefits - Pay Range: $41,600.00 - $57,600.00 based on factors including market location, education, responsibilities, experience, etc. Job Duties/Responsibilities - Case Resolution & Member Experience: - Manage assigned member resolution cases from intake through final closure, ensuring complete and timely resolution of member concerns. - Serve as a subject matter resource for escalated member issues including claims, authorizations, referrals, benefits clarification, provider network concerns, and access to care. - Conduct outbound outreach and handle inbound contacts to investigate, resolve, and communicate case outcomes within established turnaround time expectations. - Provide clear explanations of health plan benefits, coverage policies, services, and available resources to ensure members understand their options and next steps. - Demonstrate empathy, professionalism, and accountability while maintaining a “caring connection” mindset to fully resolve member issues whenever possible. - Support other customer experience teams including inbound as needed. - Case Management & Documentation: - Maintain accurate and detailed case documentation in all required systems to support resolution tracking, regulatory compliance, and reporting. - Ensure timely case updates, proper categorization, and completion of required wrap-up activities to maintain data integrity. - Manage assigned caseload to support departmental goals for case closure rates, productivity, and aging inventory reduction. - Monitor case progress and proactively escalate barriers that may delay resolution. - Cross-Functional Coordination: - Collaborate with internal departments including Operations, Clinical, Claims, Enrollment, Provider Relations, and Compliance to resolve complex member concerns. - Coordinate with external partners such as provider offices, supplemental benefit vendors, and interpreter services when required to facilitate member resolution. - Ensure member cases requiring multi-department engagement are tracked through completion and properly communicated to the member. - Quality, Compliance & Service Excellence: - Ensure all resolution activities adhere to CMS, regulatory, and organizational compliance standards. - Deliver high-quality service that supports member satisfaction, retention, and service recovery. - Apply critical thinking and problem-solving skills to identify the root cause of member concerns and prevent repeat contacts when possible. - Continuous Improvement & Team Support: - Identify recurring issues, barriers, or trends impacting member experience and share insights with leadership for process improvement. - Participate in quality reviews, coaching sessions, and performance discussions to strengthen resolution skills and service delivery. - Support team learning and development through knowledge sharing, peer support, and participation in training initiatives. - Assist with onboarding and mentoring of new hires through shadowing or knowledge transfer when requested. - Additional Responsibilities: - Participate in team meetings, training sessions, and departmental initiatives. - Support organizational campaigns such as care gap outreach or benefit education when applicable. - Perform other duties as assigned to support team objectives and member service goals.

Role Description Chewy is seeking a Customer Care Social Media Engagement Specialist who writes with clarity, empathy, and a touch of wit and who understands the difference between posting and truly building relationships online. You’re fluent in the pace, norms, and cultural language of each platform and know how to show up in ways that feel real, human, and native to social. In this role, you’ll be one of Chewy’s frontline voices—helping customers with questions or concerns, making our community feel seen and understood, and spotting moments to surprise and delight. Every comment, reply, and DM is an opportunity to deepen trust, brighten someone’s day, solve a problem, or deliver a WOW moment. You’ll shape how pet parents experience Chewy on social—one thoughtful interaction, rescue moment, or WOW-worthy response at a time—ensuring we show up as helpful, emotionally attuned, and delightfully human to the pet parents we serve. What You'll Do - Monitor and engage with Chewy customers across Facebook, Instagram, X (Twitter), TikTok, YouTube, and other emerging channels. - Respond thoughtfully to private messages, public comments, and posts, always in a balance of your own unique tone of voice while keeping mindful of Chewy’s voice. - Create authentic, trend-savvy engagements that spark conversation, delight our followers, and build community. - Identify and escalate sensitive issues, trending topics, or brand impacting moments with speed and high judgment. - Use your social instinct to spot opportunities for viral or standout customer interactions. - Stay on top of cultural trends, memes, and conversations that shape the social landscape. - Collaborate with internal partners and vendors to ensure accurate responses and alignment with Chewy’s brand values. - Turn unique customer connections into unforgettable moments through thoughtful, customized gift ideas that surprise and delight. - Operate tools like Sprinklr and native social platforms to moderate conversations and maintain brand standards. - Maintain composure and professionalism when responding in fast-moving or high-visibility situations. - Be a proactive, curious learner; open to feedback, new processes, and new ways to surprise and delight our customers. Qualifications - Excellent written and verbal communication skills - your words carry warmth, wit, and clarity. - Proven experience managing or engaging with online communities or brand social channels. - Up-to-date knowledge of social trends, platforms, features, and etiquette. - Strong attention to detail and judgment in public communications. - Ability to multitask across multiple screens, tools, and conversations. - Comfortable using social tools such as Sprinklr, Meta Business Suite and related platforms. - Flexibility to work shifts, weekends, and holidays as needed — social never sleeps. - Positive attitude, creative spirit, and comfort engaging with customers at scale. - High school diploma or equivalent required. Benefits - Competitive wages. - Medical & dental insurance. - 401k, plus more! - Ongoing training and development. - Resources and opportunities to become your best.