Member Experience Representative; bilingual Spanish

Description

Verda Health Plan of Arizona has a state and CMS license with the Arizona Department of Insurance and Financial Institutions. We are committed to the idea that healthcare should be easily and equitably accessed by all. Our mission is to ensure that underserved communities have access to health and wellness services, and receive the support needed to live a healthy life that is free of worry and full of joy.

We are looking for a Member Experience Advocate (bilingual English/Spanish) to join our growing company with many internal opportunities.

We are committed to the idea that healthcare should be easily and equitably accessed by all. Our mission is to ensure that underserved communities have access to health and wellness services, and receive the support needed to live a healthy life that is free of worry and full of joy. We are changing the face of health care across the nation.

This role is a contact center position to support our members who are senior citizens who used Verda for Medicare Advantage healthcare insurance coverage. In some cases, you may additionally interact with physicians/providers, insurance brokers, and members’ caregivers.

This is a challenging and rewarding position seeing that you are positively impacting our members who are seniors. Unlike a lot of contact center jobs which lack variety of activities, you have a lot of different calls, in person, and omnichannel (emails) interactions because there are so many scenarios that arise to service our members. We are a customer service team within a mission-driven company.

Align your career goals with Verda Healthcare, Inc. and we will support you all the way.

We are seeking a Member Experience Advocate – Bilingual (Spanish/English) and want people who value excellence, integrity, caring and innovation. Candidate must have strong communication skills in English/Spanish, ability to problem-solve, and consistently demonstrate empathy, respect, and patience. Additional consideration for candidates who are trilingual English/Vietnamese/Mandarin speakers.

Our team members balance interactions (phone, omnichannel, and in-person) and performing work in our software systems to document and service our members. This requires being able to multi-task to excel in the role.

We are developing our Member Experience function as a center of excellence. This means our standard is excellence versus good or great. We are seeking team members who are driven, hold themselves to a high standard of work, and desire to always improve with support and feedback from our team.

The Member Experience Advocate (bilingual English/Spanish) is responsible for providing quality customer service by addressing member inquiries, questions and concerns in all areas including enrollment, claims, benefit interpretation, and referrals/authorizations for medical care. Responsible for receiving, responding to, and directing member phone calls, or written questions as well as educating members, family, providers and caregivers regarding benefits and plan options of Verda Healthcare.

The role also will have some in-person interactions with our members.

• Member Experience Representative – Bilingual (Spanish/English).
• Provide excellent customer service.
• Accurately explains benefits and plan options in person, via email or telephonically. This includes educating members, family, providers and caregivers regarding plan benefits and options.
• Follow-up with members by clarifying the customer’s issue, determining the cause, identifying how to resolve situation, and explaining the solution.
• Appropriately escalates member issues to management or other departments as required.
• C…