Front-End Customer Ambassador (Call-Center and Benefits experience)

Job Description
MicroHealth is seeking a highly skilled and motivated Front-End Customer Service Ambassador to join our team. As a vital link between the Government and healthcare plan beneficiaries, you will play a critical role in enhancing the healthcare experience through innovative user-centered website design and exceptional customer service. This is a unique opportunity to make a positive impact on the lives of our beneficiaries and contribute to the success of MicroHealth, LLC.Position Overview
EEE serves as a vital link between the Government and the beneficiaries of healthcare plans. We are looking for motivated individuals who are steadfast in using innovative user-centered website design to enhance the healthcare experience of our beneficiaries.

Responsibilities

• Ability to intake sensitive health information with the utmost care and confidentiality
• Annotate and describe problems our users incur and escalate to necessary party, troubleshoot, or propose a resolution
• Process TRICARE premium payments and accept payments through various payment methods
• Provide comprehensive benefits counseling and education to beneficiaries regarding their healthcare plan options, coverage, and eligibility
• Handle inbound and outbound calls in a high-volume call center environment
• Work on assignments that are moderately complex in nature where judgment is required in resolving problems and making routine recommendations
• Follow standard practices and procedures in analyzing customer cases to ensure consistency and accuracy
• Self-motivation with the ability to prioritize tasks and actions to meet deadlines according to business priorities
• Provide support to our beneficiaries remotely within the U.S. and ability to come on-site as needed
• Navigate numerous applications while handling calls effectively and efficiently.
• Maintain detailed and accurate records of all customer interactions and transactions in a CRM or ticketing system.

Qualifications
Education & Experience

• High school diploma or equivalent required; associate's or bachelor's degree in a related field (e.g., healthcare, customer service, business administration) preferred
• 2-3 years of experience in customer service within a healthcare or medical plan environment required
• 1-2 years of call center experience in a high-volume environment required
• Experience with TRICARE programs, premium payment processing, and payment acceptance systems strongly preferred
• Demonstrated experience in benefits administration, enrollment, and eligibility determination preferred

Technical Skills

• Proficiency in Microsoft Office Suite and customer relationship management (CRM) software
• Experience with medical plan databases, payment processing systems, and healthcare-related software applications
• Familiarity with TRICARE systems and processes is highly desirable
• Proficient in computer technology, experience with cloud-based phone systems, and ticketing/CRM systems

Core Competencies

• Possess exceptional listening skills and superior oral and written communication skills
• Strong analytical and problem-solving skills
• Excellent planning and time management skills with the ability to prioritize tasks and meet deadlines
• Ability to convey complex information in a user-friendly way
• Strong attention to detail and accuracy, particularly when handling financial transactions and sensitive health information
• Ability to work independently and as part of a team in a fast-paced environment
• Flexibility to work seasonal shifts, including potential evenings and weekends as needed

Technical Infrastructure Requirements

• Minimum internet speed of 100 Mbps is required to support the VOIP system being used for the project
• Reliable backup internet connection recommended for business continuity

Home Office Environment Requirements

• Employees are responsible for maintaining a private, secure location in their home, free from noise and distractions
• The workspace should ensure a professional atmosphere with minimal background noises (e.g., pets, voices, music) and allow space for multiple devices
• Workspace must accommodate secure payment processing and confidential healthcare discussions

Security and Location Requirements

• Working from public internet sources is prohibited for security reasons
• Working from an alternative secure location for any reason requires prior approval from your direct supervisor/manager
• Workspace must be in a location where confidential conversations and screen content cannot be observed by unauthorized individuals
• Compliance with all HIPAA regulations and MicroHealth security protocols is mandatory

Salary- $25.00 per hour

Physical Demands:
While performing the duties of this job, the employee is regularly required to sit. The employee frequently is required to walk; use hands to finger, handle or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to stand. The employee may lift or move objects up to 5 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, and the ability to adjust focus.

MicroHealth will recruit, hire, train, and promote persons in all job titles, and ensure that all other personnel actions are administered without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, disability, or status as a protected veteran and ensure that all employment decisions are based only on valid job requirements.

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

If you need reasonable accommodation due to a disability for any part of the employment process, please send an e-mail to hr@microhealthllc.com with your request and contact information.

 

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At MicroHealth, we help agencies solve their most pressing IT needs. We specialize in supporting federal partners within the ever-changing federal health IT landscape. For example, we help the Army provide medical simulation training to recreate battlefield environments and improve battlefield care. Additionally, we help make it easier for healthcare providers at the Department of Defense and Veterans Affairs to search through electronic data to make faster, more informed patient care decisions.

That’s where you come in. We’re looking for energetic and creative problem-solvers who are ready to roll up their sleeves and work together to make a difference in federal health IT. We balance heads-down work with taking time to get to know our colleagues and having fun along the way. Our employees agree and have repeatedly named us a Top Workplace.

Learn more at www.microhealthllc.com.

MicroHealth is a Service-Disabled Veteran Owned Business (SDVOSB) and Small Business Administration (8a) firm.