Lead Customer Care Navigator

Summary of Position

• Interact face-to-face with customers, assisting in providing complete resolution of customer concerns including claims,
  benefit and enrollment inquiries through health plan navigation, health and wellness coaching and community referrals.
• Work closely with onsite sales colleagues to identify customers in need of enrollment services and provide post-sale
  customer service follow-up.
• Act as site expert on company product offerings and operations by attending all general, product and operation training
  sessions and by regularly reviewing all training notices.
• Act in a primary support role to other regional team members.
• Work with the Regional Manager to manage onsite events and track site expenses.
• Manage site decisions when the Regional Manager is unavailable and/or upon request.
• Represent EmblemHealth to all visitors to the sites, including internal and external partners, groups and leaders.
• Back up the Regional Manager's site responsibilities across the region but will have a primary work location.

Principal Accountabilities

• Identify customer needs and help solve customer issues related to health plans, health and wellness and enrollment
  within regulatory guidelines; providing direct guidance or identifying other EmblemHealth and community resources
  to find customer solutions, conduct customer needs assessment, and provide education on condition management.
• Understand and maintain excellent working knowledge of EmblemHealth products, services and technology
  platforms.
• Act in a primary support role to other regional team members. Document interactions in support of quantitative
  metrics for the site and department.
• Work with manager to organize onsite health seminars and classes, including EmblemHealth vendor-led classes.
• Act as site lead and make site decisions to fill in for Regional Manager's absence or when requested, representing
• EmblemHealth with internal and external partners and community leaders.
• Proactively communicate with customers, EmblemHealth departments and community partners the status of any
  outstanding customer issues until solved. Effectively describe final resolution to customer.
• Attend training sessions, review all training emails/documents and review all items with team members ensuring
  comprehensive knowledge of items.
• Participate in weekly meetings with manager and team members across sites to discuss training knowledge,
  customer care issues, improvement opportunities, community offerings, and other site and company priorities
• Work together with sales team to identify customers in need of enrollment services and post-sale customer service
  follow-up.
• Proactively support operational aspects of other internal partners such as AdvantageCare Physicians, product,
  customer service and quality to help improve customer experience and operations