Member Onboarding Associate, Bilingual
Webster Bank
full-time
Posted on:
Location Type: Remote
Location: Massachusetts • United States
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Salary
💰 $24 - $27 per hour
About the role
- Create a positive first impression with our members by gathering all necessary information to ensure seamless first-time use at their pharmacy or provider’s office.
- Be enthusiastic and welcoming in your conversation while explaining the benefits of their membership.
- Manage member inquiries via incoming calls, emails, or chats within established turnaround times.
- Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active.
- Identify and resolve members needs to achieve the ultimate customer experience.
- Ability to guide our members through registering for their Member Portal access.
- Listen to member or client service problems, determine the root cause of the issue and present options to bring the issue to resolution.
- Document all communication and upload appropriate documents to our internal database.
- Create and maintain clear and concise documentation of member conversations within the internal database.
- Hand off members to Member Care Services team once fully onboarded by providing any special requests or issues to the team.
Requirements
- Strong people skills.
- Ability to build relationships with internal and external stakeholders.
- Skilled in educating members on the benefits of their membership.
- Excellent written and verbal communication skills.
- Skilled at the ability to recognize individual differences in communication and adapt your approach accordingly.
- Excellent attention to detail to ensure full onboarding of our members and treatment plans are well documented.
- Exceptional time management skills.
- Well versed with healthcare and medical terminology.
- Aptitude for problem-solving.
- Sound business judgment.
- Exceptional computer skills (Microsoft Office Suite).
- Ability to work independently and as a member of a team.
- A desire to continue to learn and improve both self and the organization.
- A professional presence.
- Understanding of Worker’s Compensation Claims Process.
- Working knowledge of Workers Compensation settlement types, settlement verbiage and timelines.
- Able to review and educate members on medical treatment, claim process and/or Medicare Set-Asides.
- Multi-lingual with fluency in a language other than English, with a preference for Spanish.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Microsoft Office Suitemedical terminologyproblem-solvingdocumentationMember Portal accessWorker’s Compensation Claims ProcessWorkers Compensation settlement typesMedicare Set-Asides
Soft Skills
people skillsrelationship buildingwritten communicationverbal communicationattention to detailtime managementadaptabilityprofessional presenceindependenceteam collaboration