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Account Associate (Remote)

  • Location: Virginia, 23112
  • Salary: 18.88
  • Job Type:Contract

Posted 20 days ago

Interested in getting into the high-in-demand healthcare field? Check out this opportunity!
 
Position: Account Associate
Location: Remote
Hourly Rate: $18.88/hr.
Term: 12 Months Contract

Day-to-Day Responsibilities:
  • Conduct designed outbound multi-touch member retention and engagement campaigns for a designated book of business.
  • Be the advocate for our members by taking ownership, acting with empathy, and helping our members resolve their situation the first time.
  • Provide our members with a personalized and rewarding experience by helping our members to feel valued, empowered and understood.
  • Leverage resources and technology to optimize the member experience.
  • Demonstrate ability to real-time problem-solve and navigate multiple computer applications while interacting with the member over the phone or while on video conference.
  • Ensuring that the detailed call information is captured in Customer Relationship Management system (CRM) and appropriate dispositioning.
  • Meet/Exceed basic call center metrics and expectations consistently (quality, adherence, campaign outcomes, attendance, etc.)
  • Work effectively within a team and across the organization, to further the goals of the business.
  • Building skills through team meetings, 1x1 coaching, call calibrations, peer coaching’s etc.
  • Work in a professional, fast-paced environment that requires attention to detail, accuracy, multi-tasking, and clear concise communication.
  • Contacting prospective new members through outbound and inbound calls to establish a lead generation pipeline for licensed agents utilizing scripting to assess customer needs for products and services using insightful, probing questions and demonstrating superior listening skills.
  • Other duties as assigned.

Is it a good fit? (Requirements):
  • 4-year college degree
  • Demonstrated self-starter with positive attitude and ability to control emotions when dealing with unhappy customers (i.e.. “Customer is always right” attitude)
  • Adoptable to high pressure, achievement-oriented environment
  • High level of computer proficiency including, but not limited to, Microsoft Office package and ability to multitask while on the phone.
  • Bilingual in English and Spanish a plus
  • Has 1+ years of customer/member service experience, including experience handling difficult situations, is preferred.