Job Description

About us

Our team at MPB Health is dedicated to helping individuals achieve their health goals by providing a range of services that cater to various needs. Whether it's physical health, mental well-being, or a combination of both, we have solutions that can help our members lead healthier and happier lives.

At MPB Health, we believe that a holistic approach is crucial for maintaining good health. This means taking care of not just the physical aspect but also mental and emotional well-being.

In addition to our personalized services, we also offer educational resources and support for our clients. Our goal is not just to provide solutions, but to empower individuals with knowledge and tools to make informed decisions about their health. By doing so, we hope to promote long-term wellness among our customers.

Job Summary:

As a Customer Success Representative, you will be the heart of our member experience. You will play a critical role in ensuring our members have a seamless and positive journey with MPB.Health. You will act as a trusted guide, assisting them in navigating their healthcare needs, answering their questions and concerns, and resolving any issues that arise. This is a fast-paced, dynamic role that will help you make a difference in people's lives.

We are seeking for a highly organized professional with customer service experience, as well as a preferred background in the insurance or healthcare field. Your goal is to:

Member Support:

Build strong relationships with members, establishing trust and rapport.
Proactively answer member questions and address concerns regarding their medical needs, benefits, and MPB.Health services.
Troubleshoot and resolve issues efficiently and effectively, seeking escalation when necessary.
Educate members on available resources and guide them towards appropriate next steps.

Onboarding and Engagement:

Welcome new members with personalized onboarding experiences.
Assist members in understanding their benefits and plan details.
Facilitate member engagement by providing ongoing education and support.

Data and Reporting:

Track and analyze member interactions and feedback.
Identify trends and opportunities for improvement within the member experience.
Contribute to reports and provide insights to improve member satisfaction and engagement.
Add notes on the company's CRM, manage the phone system and do call backs whenever necessary. In addition complete RX quotes.

Collaboration:

Work closely with the Concierge Manager and other team members to ensure seamless member care.
Share information and knowledge effectively to collaborate on solutions and best practices.

Enrollment Support:

Assist members via phone or video calls with the enrollment process for healthcare plans, including guiding them through different platforms, change forms and answering any questions they may have.
Provide excellent customer service to members by addressing inquiries promptly and professionally.
Collaborate with the administration team to ensure accurate and timely processing of applications.
Maintain accurate records of member enrollment information and update databases as needed.
Assist in resolving enrollment-related issues and escalating complex cases to the appropriate department.

Qualifications:

Excellent communication and interpersonal skills, with the ability to build rapport and trust with diverse individuals.
Strong problem-solving and critical thinking skills.
Proactive and self-motivated, with a willingness to go the extra mile.
Ability to work independently and manage multiple tasks simultaneously.
Excellent organizational skills and attention to detail.
Working knowledge of healthcare terminology and benefits administration helpful.
Customer service experience preferred.
Proficient computer skills.
High School Diploma (Bachelor’s degree preferred but not required).

Benefits: