Position Summary:
Interacts with customers to provide information in response to inquiries about products and services and to handle and resolve complaints. A strong focus is placed on member retention through relationship building and maintaining superior service standards.

This position is located in our Wenatchee, Washington office and is not a remote position.

Qualifications:
EDUCATIONAL REQUIREMENTS
None Specified

CERTIFICATION & LICENSURE REQUIREMENTS
Washington Insurance Producers License required within 3 months of hire

EXPERIENCE REQUIREMENTS
Three (3) years General - Customer Service

OTHER REQUIREMENTS
Bilingual - English/Spanish preferred, but not required.

Strong verbal and written skills geared toward communicating with Medicare beneficiaries demonstrated by communicating by e-mail, phone, letters and in person. Able to project a positive image.
Able to deal compassionately with Medicare/Medicaid beneficiaries on a one-on-one basis and focus on their needs through careful listening and patience.
Able to perform at a constant pace while taking inbound calls and making outbound calls.
Must be able to handle multiple tasks under constant pressure. Microsoft Office skills.

Essential Functions:

• In compliance with Centers for Medicare & Medicaid Services, State Division of Insurance regulations and Health Alliance guidelines, receives, researches, responds to and documents inquiries from or on behalf of members or prospective members in professional and courteous manner.
• Takes action to resolve customer service, claims or billing complaints partnering with other departments if and when necessary. Follows-up to ensure that appropriate changes were made to resolve customer problem. Refers unresolved grievances to Lead Member Services Representative.
• Qualifies and assigns leads generated by internal marketing efforts to contracted brokers or internal sales associates or induces sales independently.
• Performs administrative tasks including but not limited to assembling mailings, distributing faxes, processing credit card transactions, and filing.
• Conducts outbound call campaigns to existing members.

Benefit statement:

Team members working twenty hours or more per week are covered by medical, dental, vision and basic life insurance. Team members can take advantage of Carle Health's retirement plans that offer matching after one year of employment. Team members working forty hours per week receive seventeen vacation days per year, six sick days per year, six paid holidays per year, and one personal holiday per year (all benefits pro-rated for team members working less than forty hours per week). Team members will also receive one week of parental leave after one year of employment and company paid short-term disability after six months. For more detailed information about all of Carle Health's benefits please visit: