A medical services organization in New York City is actively seeking a Patient Care Advocate to join their Member Services team. In this role, The PCA will be responsible for using their excellent customer relations and patient care experience to handle various interactions with members via telephone, e-mail, and secure messaging. The role consists of onboarding new members and interacting with existing members to assist them with ideal use of their benefits based on their specific journey and/or family building goals.
About the Opportunity:
- Start Date: ASAP
- Assignment Length: on-going contract to hire
- Schedule: Monday to Friday HYBRID for NYC residents (Tues to Thurs onsite; Mon & Fri are remote) / Remote for residents outside of NYC
- Hours: 12pm-9pm EST (9am-6pm PST)
Responsibilities:
- Own the member relationship by continuously educating members about our services and their personalized benefits, empowering them to make informed decisions and optimize their journey.
- Onboard members seeking to utilize our benefit by capturing demographics, confirming eligibility, and providing detailed benefit information using internal resources.
- Provide ongoing concierge service for members via telephone, email, and secure messaging.
- Address member inquiries and proactively research high quality solutions to present.
- Work cross-functionally with internal teams to adequately handle member escalations and inquiries.
- Serve as a liaison between members and clinics, including scheduling appointments.
- Drive continuous improvement by utilizing internal learning opportunities presented for growth and personal development.
Qualifications:
- 2+ years of experience in a contact center environment, preferably in a healthcare/insurance environment
- Excellent customer service, strong communication, interpersonal, and conflict-resolution skills - ability to communicate accurately and concisely
- Ability to effectively manage evolving priorities, multiple projects, and deadlines in a fast-paced environment.
- Ability to work independently and demonstrate good judgment.
- Knowledge of fertility industry and patient procedures, is a plus
