Customer Engagement Associate

• Provide customer-focused first call resolution whenever possible utilizing HCP’s reference resources, computer systems and other relevant protocols.
• Provide solutions to providers that help remove administrative burden and help providers deliver great healthcare.
• Educate providers on HCP’s self-service tools to help providers improve practice efficiency.
• Customer Service Associates demonstrate active listening, and a customer-centric mindset during all customer interactions, ensuring concerns are addressed professionally,  efficiently, and timely.
• Access on-line member and provider information through EZ CAP.
• Document all customer contacts and actions in the EZ CAP Customer Service Incident module.
• Collaborate with other departments to resolve issues and ensure efficient workflow is maintained.
• Escalate customer concerns in a timely manner when necessary
• Maintain a quality score of 95% or higher, as determined through random call audits evaluating documentation accuracy and compliance with established protocols.
• Customer Service Associates are responsible for successfully meeting all performance expectations.
• Perform additional duties as assigned by management.

• Strong attention to detail, with the ability to plan, execute, and follow up on tasks accurately and efficiently.
• Excellent verbal and written communication skills, including experience engaging with medical providers in a professional manner.
• Proven ability to multitask, prioritize responsibilities, and work independently in a fast-paced environment.

• High School Diploma or GED
• Some college or higher preferred

• Minimum 2 years’ experience as a Customer Service Associate in a managed care setting.
• Experience working in a professional, corporate office environment.
• Proficient in using standard software applications, including Microsoft Office Suite (Outlook, Word, Excel, PowerPoint).

The base salary range for this position is listed below. The annual base salary will be determined based on factors including experience, education, posted salary range and consideration of internal equity.

🔗 Our website: HealthCare Partners
💵 Base Compensation: $43,500.00 - $47,500.00 annually 
Bonus Incentive: Eligibility based off organizational performance
💼 Benefits: Fully paid Medical & Dental employee coverage + robust benefits package (PTO, 401k, FSA, Tuition Reimbursement, etc.)

Equal Employment Opportunity Statement:
HealthCare Partners, MSO is committed to fostering a diverse and inclusive workplace. We provide equal employment opportunities (EEO) to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, genetics, or any other protected status under federal, state, or local laws. In compliance with all applicable laws, HealthCare Partners, MSO upholds a strict non-discrimination policy in every location where we operate. This policy applies to all aspects of employment, including but not limited to recruitment, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Job Disclaimer:
The above job description outlines the general scope and responsibilities of the position. It is not intended to be an exhaustive list of duties, skills, or qualifications required. Responsibilities may evolve based on business needs.

Department: Customer Engagement Center
This is a non-management position
This is a full time position