OVERVIEW

Member Experience Advisor 1 is a CX professional who is passionate about making a difference for others, finding fulfillment in building rapport, and providing our Members with a genuinely engaging call experience.  As a Member Experience Advisor, you will make a meaningful difference and contribute to improved health and wellness outcomes for the people we serve.  This role is the cornerstone of our commitment of helping our Members to achieve a better way of life.

PAY

STARTING PAY IS AT $22.00/HOUR.

PRIMARY RESPONSIBILIES

• Handle inbound and outbound calls with Members enrolled in NationsBenefits programs; NationsHearing, NationsOTC, NationsResponse, and NationsInsurance.
• Effectively advise, consult, and guide a Member to the appropriate purchase of a hearing aid solution, utilization of their OTC benefit, purchase of a personal emergency response device, and/or insurance.
• Act as the Liaison between the Member and the partner provider to arrange Member appointments with NationsHearing Providers.
• Establish genuine rapport with Members, demonstrating concern, showing patience, empathy, and sensitivity.
• Be a trusted advisor to Members through interpersonal skills to establish a strong relationship that allows for direct probing to uncover Member needs.
• Provide knowledge and in-depth advice for each line of business we serve; hearing, OTC, PERS and Insurance.
• Provide knowledge and in-depth advice for hearing loss and hearing aids.  Confidently and accurately explain hearing plan benefits.  Educate Members on products or services that will enhance their quality of life.
• Utilize effective sales techniques that aim to educate and influence the Member to act.
• Resolve Member inquiries at the first point of contact, whenever possible, making it easy to do business with NationsHearing
• Ability to remain confidential with all proprietary information
• Adherence to all NationsBenefits, HIPAA, and MCO / Medicare guidelines.
• Perform additional related tasks and duties as assigned.
• Exposure and/or interest in healthcare products and outcomes.
• Ability to handle high call volumes and make sound business decisions in an efficient manner.
• Knowledge of consultative sales techniques.
• Ability to remain highly motivated in a multi-faceted environment.
• Analytical thinker and problem solver.
• Attention to detail and quality oriented.
• Multi-task oriented.
• Excellent listening and interpersonal skills.
• Excellent communication skills.
• Ability to work varied shifts, days, holidays.
• Customer Service or equivalent experience preferred.
• Call Center experience preferred.
• Health Care or related industry experience preferred.
• High School Diploma or equivalent required.
• College Degree preferred.
• PC technology proficiency required.  Call Center technology experience preferred.

SKILL REQUIREMENTS

• Exposure and/or interest in healthcare products and outcomes.
• Ability to handle high call volumes and make sound business decisions in an efficient manner.
• Knowledge of consultative sales techniques.
• Ability to remain highly motivated in a multi-faceted environment.
• Analytical thinker and problem solver.
• Attention to detail and quality oriented.
• Multi-task oriented.
• Excellent listening and interpersonal skills.
• Excellent communication skills.
• Ability to work varied shifts, days, holidays.

QUALIFICATIONS AND EDUCATION REQUIREMENTS

• Customer Service or equivalent experience preferred.
• Call Center experience preferred.
• Health Care or related industry experience preferred.
• High School Diploma or equivalent required.
• College Degree preferred.
• PC technology proficiency required.  Call Center technology experience preferred

ADDITIONAL NOTES

• 8:00 am - 11:00 pm
• Shifts may vary

NATIONSBENEFIT IS AN EQUAL OPPORTYNITY EMPLOYER