Assoc Customer Care Navigator

Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals.  If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.

The Navigator utilizes critical thinking skills and asks probing questions to identify customer needs.   Analyzes needs and coordinates with other service and technical departments to develop and deliver appropriate solutions for each customer.  Proactively identifies additional resources that can improve the member health journey. 

Additional Responsibilities Include:

• Responds to customer inquiries by telephone, e-mail, or chat and provides resolution to non-technical issues in a prompt, professional, manner.
• Contacts providers, employers, vendors, and internal business partners when necessary to resolve customer issues.
• Effectively communicates solutions or requested information to the customer, considering both stated and unstated needs.
• Exhibits active listening and empathetic behavior when interacting with customers.  Actively builds relationships with brokers, clients, and internal business partners to promote engagement and improve the quality of future interactions.
• Follows documented processes when addressing customer issues and interacting with brokers, clients, and business partners.
• Follows through on all commitments within promised timeframes.
•  Monitors internal workflows and inboxes to respond to all requests within prescribed timeframes and takes appropriate actions to resolve work items and keep the customer informed of the outcome.
• Develops and maintains a deep understanding of the organization and services offered to resolve more complex inquiries.  Seeks out new capabilities by exposing themselves to additional knowledge and situations.
• Uses a customer relationship application or database to properly document all work and investigate customer inquiries. 
• Able to work independently for day-to-day activities with limited direction from leadership.  
• Escalates scenarios when appropriate to leadership for resolution and awareness.  Informs leadership of any obstacles to the completion of required work and follows guidance provided.
• Presents a professional appearance in both virtual and physical settings.

Qualifications:

Education

• Bachelor’s degree preferred.

Experience

• Possess excellent oral and written communication skills, as well as the ability to carry out assignments with minimal guidance.
• Possess a deep understanding of customer service with at least 2 years’ experience in a customer-facing role.
• Demonstrates empathy, emotional intelligence, patience, and strong interpersonal skills in their interactions with others.
• Experience in innovative problem solving.
• Ability to think strategically and set priorities, which may include managing a number of customer issues across multiple contact channels at any given time.
• Strong attention to detail
• Flexible with work hours and able to perform occasional client site visits.  
• Ability to collaborate effectively with a team and maintain composure in stressful situations.
• Technological Savvy
  • Includes proficiency with Microsoft office products including Excel, PowerPoint, and Word.
• Ability to attend and present at both internal and client meetings on a routine basis.
• Previous experience in teaching or social work is not required but is an asset.
   

Fully Remote:
This role is designated by Independence as fully remote. The incumbent will not be required to report to one of Independence’s physical office locations to perform the work. However, the work must be performed in the area of Philadelphia (Tri-State), and Columbus, Ohio.