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Advantage Tech
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https://advantagetech.net/
https://advantagetech.net/
true
Customer Onboarding Specialist
120 W. 12th St. Suite 1700 Kansas City, MO 64108 US
Job Description
Advantage Tech is searching for a Customer Onboarding Specialist to join their client's team in Kansas City.
The Customer Onboarding Specialist (COS) is responsible for making outbound and receiving inbound calls to our Medicare Advantage clients. The primary focus of the position is to increase our placement rate. Hence, the role requires the ability to build rapport, educate our clientele, answer questions clearly, and focus on issue resolution. The COS also must be able to ensure that our clients’ applications are completed accurately. If applicable, the COS will introduce and offer the option of exploring Value Based Care (VBC) as a health coverage option. Lastly, the COS is responsible for conducting a Health Risk Assessment (when applicable) with our clients. Due to the nature of this business, the position may require the COS to make calls and efforts outside the intended scope of the role. This position is detail oriented, requires effective time management, and relies on delivering an exceptional customer experience.
REPORTS TO
The Customer Onboarding Specialist reports to the Manager, Customer Onboarding Specialists in the Customer Experience department.
ESSENTIAL DUTIES
The essential duties for this role include, but are not limited to:
The Client behaviors are listed below:
POSITION REQUIREMENTS
The requirements to fulfill this position are as follows: Education/Experience: Skills/Specialties: Certifications/ Licenses:
The Customer Onboarding Specialist (COS) is responsible for making outbound and receiving inbound calls to our Medicare Advantage clients. The primary focus of the position is to increase our placement rate. Hence, the role requires the ability to build rapport, educate our clientele, answer questions clearly, and focus on issue resolution. The COS also must be able to ensure that our clients’ applications are completed accurately. If applicable, the COS will introduce and offer the option of exploring Value Based Care (VBC) as a health coverage option. Lastly, the COS is responsible for conducting a Health Risk Assessment (when applicable) with our clients. Due to the nature of this business, the position may require the COS to make calls and efforts outside the intended scope of the role. This position is detail oriented, requires effective time management, and relies on delivering an exceptional customer experience.
REPORTS TO
The Customer Onboarding Specialist reports to the Manager, Customer Onboarding Specialists in the Customer Experience department.
ESSENTIAL DUTIES
The essential duties for this role include, but are not limited to:
- Make outbound calls to an assigned portion of the agency book of business in order to offer assistance to those with a recently submitted application.
- Verify that the client information was inputted correctly on the application.
- Provide answers to customer questions that cover a range of topics in the Medicare Supplement/Advantage spectrum.
- Ensure clients are satisfied with the plan they selected.
- Conduct Health Risk Assessment (HRA) survey, when applicable and agreed upon.
- Introduce and offer Value Based Care (VBC) as a health coverage option, if applicable.
- Simultaneously navigate multiple systems while conducting consumer calls.
- Complete case management tasks (i.e., create, document, close, etc.) in Salesforce.
- Create a case for the original sales agent to get involved if issues arise or the client seems uncertain about the plan.
- Set follow up call appointments for clients that are unable to talk at the moment.
- Follow up with any client call backs, emails, or voice messages.
- Meet department goals and key performance indicators, including monthly occupancy rates.
- Attend and contribute to regularly scheduled and ad-hoc team meetings and training sessions.
- Deliver a consistent and exceptional customer experience by maintaining a positive, empathetic, and professional attitude toward customers at all times.
- Perform other duties and responsibilities as assigned.
The Client behaviors are listed below:
- Be Aware (Emotional Intelligence)
- Be Open & Honest (Communication)
- Be a Team Player (Teamwork and Collaboration)
- Be Accomplished (Drive for Results)
- Be the Example (Develop Self & Empower People)
- Be Forward Thinking (Strategic Thinking)
- Be a Problem Solver (Continuous Improvement)
POSITION REQUIREMENTS
The requirements to fulfill this position are as follows: Education/Experience: Skills/Specialties: Certifications/ Licenses:
- High School diploma or equivalent
- Minimum of one (1) year pre-sales or customer service experience
- Previous experience working in the Medicare health insurance industry, preferred
- Must demonstrate a passion and the ability to deliver an exceptional customer experience
- Adaptable to new technology
- Strong attention to detail and accuracy with excellent written, verbal, and interpersonal communication skills
- Ability to work in a fast-paced team environment while simultaneously managing and prioritizing multiple projects with strict deadlines.
- Health & Life Insurance License preferred
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Ready to take the next step in your career? Explore exciting job opportunities in the vibrant city of Kansas City, Missouri, where endless growth possibilities await! Known for its thriving arts scene, including the Nelson-Atkins Museum of Art and the Kauffman Center for the Performing Arts, along with its iconic BBQ cuisine, such as Gates BBQ and Joe's Kansas City, this area offers a unique blend of culture and charm. Cheer on the Kansas City Chiefs or Kansas City Royals at Arrowhead Stadium or Kauffman Stadium, or enjoy outdoor activities at the beautiful Loose Park or along the scenic Missouri River. Discover why Kansas City, MO is the perfect place to advance your career and experience a rich and dynamic lifestyle.
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