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Webster is a leading commercial bank that delivers financial solutions to business, individuals, families and partners.
Voice of the Customer Specialist – Escalations, Bilingual Preferred
Location
Massachusetts
Posted
128 days ago
Salary
$24 - $26 / hour
Seniority
Senior
Job Description
Voice of the Customer Specialist – Escalations, Bilingual Preferred
Webster Bank
• Resolve member complaints and escalated issues, ensuring a satisfactory outcome. • Document and track escalated issues, maintaining clear and comprehensive records from initiation to resolution. • Manage casework queues in Customer Relationship Management tool (Microsoft Dynamics). • Research account history, notes, treatment plans and settlement documents to identify escalation root cause and devise positive outcomes. • Consult with various departments including Claims, Rx and Sales to gather information and coordinate efforts in devising effective solutions. • Manage inbound call volume. • Outreach to providers, pharmacies, and members to obtain additional information as needed. • Develop and implement strategies to reduce the volume of escalated issues by identifying drivers, patterns, and trends. • Demonstrate proficiency in problem-solving and thinking critically when it comes to resolving member complaints. • Communicate effectively with members, internal teams, and management. • Ability to explain coverage determinations. • Identify and recommend ways in which our Member Care team can further build connections through empowerment and ownership. • Ensure familiarity with the most up-to-date policies and procedures and recognize potential additions or modifications as needed. • Share opportunities for learning and development on member issues and potential improvements based on trend analysis with management and other team members.
Job Requirements
- 3+ years’ experience in an inbound/outbound call center environment, with a focus on complex or escalated call management.
- Passion for helping other people and finding the best possible resolutions for members.
- Excellent written and verbal communication skills.
- Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce.
- Ability to actively listen to members and think critically to identify solutions.
- History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner.
- Ability to work in a fast-paced and quickly evolving office environment.
- Healthcare experience with knowledge of claims processing is a plus.
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