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Transit Service Manager -Relief

BMC HealthNet Plan

Transit Service Manager -Relief

Charlestown, MA +1 location
Full Time
Paid
  • Responsibilities

    Our Customer Care Ambassadors are the first line of support responsible for providing accurate and thorough information via telephone to current and prospective members, providers, and internal customers for our Senior Care Options line of business. The Ambassador is also responsible for resolution of customer inquiries and acts as a member advocate in order to build member loyalty and extend member retention. In addition to providing detailed information on a wide range of topics, the Customer Care Ambassador is responsible for resolution of complex member inquiries. S/he is expected to take complete responsibility for every interaction with members, providers and internal customers by providing outstanding service to contribute to corporate service goals and objectives.

     

    KEY FUNCTIONS/RESPONSIBILITIES:

    • Resolves customer inquiries and problems through effective interaction with both internal and external staff‚ particularly in the areas of Marketing, Enrollment‚ Provider Relations‚ Sales, Care Management and Customer Care Center leadership
    • Responds to a high volume of incoming calls (call length can vary widely from 5 minutes to 45 minutes or more)
    • Outreaches to all new Senior Care Options Program enrollees within designated time periods from start date of enrollment via the telephone; introduces self and ensures enrollee is orientated to the Senior Care Options Program and benefits
    • Maintains knowledge of the Plan contracts and effectively interprets information related to benefits
    • Employs strong interpersonal skills in order to handle difficult calls courteously and professionally Works with peers to solve problems and promotes teamwork
    • Coordinates and schedules timely meetings between prospective members and the BMCHP Sales team; Works closely with Sales to ensure timely response to prospective member requests
    • Identifies and communicates trends that are indicative of enterprise service issues; communicates with Public Partnerships, Compliance and the Legal departments on compliance-related issues as needed
    • Communicates verbally and in writing with providers to educate them on balance billing practices and ensure members are billed (or not billed) in accordance with applicable contractual and regulatory guidelines
    • Coordinates and schedules timely assessments with the Care Management team
    • Performs other duties as assigned

     

    QUALIFICATIONS:

    EDUCATION:

    • High school diploma or equivalent required
    • 1 year of Customer Service experience

    EXPERIENCE:

    • 1 – 3 years of related experience in a service position is required
    • Successful performance of duties at previous level(s) of Customer Care positions

    COMPETENCIES, SKILLS, AND ATTRIBUTES:

    • Excellent verbal and written communication skills required
    • Proven and outstanding customer service skills, and organizational skills with the ability to prioritize a high volume of adjustment requests, multi-task and prioritize work
    • Demonstrated ability to make reasonable and sound business decisions based on established BMCHP standards and guidelines
    • Ability to work effectively in a team environment
    • A working knowledge of Microsoft Office products
    • Bilingual in Spanish, Portuguese, Haitian Creole or other language is highly desirable

     

    *Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

    Required Skills Required Experience

  • Qualifications
    • Knowledge of Operations Division policies and procedures. 
    • Knowledge of Agency policies, procedures, and applicable transit industry regulations. 
    • Knowledge of station and system bus operations. 
    • Knowledge of current collective bargaining agreement and relevant labor laws. 
    • Knowledge of the fare structure. 
    • Knowledge of the street geography of metropolitan St. Louis. 
    • Knowledge of basic managerial and supervisory principles and techniques. 
    • Knowledge of Agency documents and payroll procedures. 
    • Knowledge of local emergency agencies and procedures.
    • Experience in logistics and/or transportation principles and concepts. 
    • Experience in management and/or supervising a large group of people. 
    • Experience in assimilating information, analyzing response alternatives, and formulation corrective actions in order to achieve desired results. 
    • Experience in using customer service skills. 
    • Ability to accurately evaluate to work of subordinates. 
    • Ability to operate an automobile and bus in a safe manner. 
    • Ability to communicate effectively, both orally and in writing. 
    • Ability to assimilate information quickly, determines alternate courses of action, and formulates an appropriate response based on available information in a time-sensitive environment. 
    • Computer literate in word processing, spreadsheets, and database management is helpful. 
    • Possess a valid driver’s license and possess the ability to pass the Missouri/Illinois prescribed state examination for Commercial Driver’s License prior to start of training.
    • Successful completions of a DOT (Department of Transportation) physical and drug screen, receiving a 2-year DOT Medical Certificate.
  • Locations
    Charlestown, MA • Boston, MA