The Member Relationship Coordinator is responsible for promoting the benefit of and scheduling health risk assessments for customers of health insurance plans. The Member Relationship Coordinator contacts health plan members and secures appointments for patients and/or family members with nurse practitioners for an in-home health risk assessment. The assessments are designed to educate, inform and encourage patients and family members to participate in this program to improve their overall health and quality of life. The main responsibility of this position is to conduct outbound calls to health plan members and schedule/secure in-home visits.
Makes outbound calls to health plan members or receives incoming calls from health plan members to coordinate and schedule in-home visits with nurse practitioners, answer questions, provide resolution to participant and/or provider issues.
Explains the benefits of health risk assessments and overcomes objections.
90% of time will be making outbound appointment setting calls and follow-up calls.
Accurately and concisely documents customer feedback and special needs indicated during each call in computer based system.
Identifies and addresses the patients issues and anticipates future needs by providing additional information, as needed.
Navigates in a Windows-based system to access the appropriate information to service the customer.
Operates various office equipment; including telephone, and computer.
Other duties may be assigned, based on company s needs.
Requires high school education or the equivalent.
One (1) year of outbound call center experience required!
One (1) year sales experience in an appointment setting, lead generation, insurance sales, vacation sales, required!
Demonstrated ability to concept-sell the benefits of a service or program and overcome objections to participation
Medicare experience preferred
Must have excellent verbal and written communication skills, with good command of the English language, as well as strong interpersonal skills. Must be comfortable speaking with Medicare beneficiaries by phone.
Must be able to speak clearly and unencumbered on the phone.
Excellent data entry skills and proven ability to navigate multiple computer screens while conducting a customer call.
Must demonstrate basic skills in Microsoft Outlook, Excel or equivalent applications, and be familiar with call center software applications;
Demonstrated ability to organize, take initiative and follow up independently
Proven time management, multi-tasking, prioritization and follow-up skills in a rapidly changing environment
Must be flexible to work days/nights, weekends and select holidays as needed.
Matrix Medical Network provides medical assessments on the behalf of health plans and medical service providers throughout the United States. Our nurse practitioners personally visit with plan members and patients at their homes and at care facilities. Our experience, people and technology bring together the information that care providers need to deliver better care.