Member Onboarding Specialist - Bilingual (Spanish)

$49,920 - $56,160/Yr

Ametros Financial - Wilmington, MA

Full-time - Mid Level

Wilmington, MA

Professional, Scientific, and Technical Services

About the position

The Member Onboarding Specialist at Ametros Financial Corporation plays a crucial role in ensuring a positive first impression for new members using the company's services. This position focuses on facilitating a seamless transition for members into the Ametros platform, which helps manage ongoing medical care through innovative technology and support services. The specialist will engage with various stakeholders, including attorneys and medical professionals, to provide comprehensive onboarding assistance and ensure members understand the benefits of their membership.

Responsibilities

• Create a positive first impression with members by gathering necessary information for seamless first-time use at their pharmacy or provider's office.
• Manage member inquiries via incoming calls, emails, or chats within established turnaround times.
• Ensure first attempts to contact new members are made within 24-48 hours from when a file is made active.
• Identify and resolve member needs to achieve the ultimate customer experience.
• Guide members through registering for their Member Portal access.
• Listen to member or client service problems, determine the root cause, and present options for resolution.
• Document all communication and upload appropriate documents to the internal database.
• Create and maintain clear and concise documentation of member conversations within the internal database.
• Hand off members to the Member Care Services team once fully onboarded, providing any special requests or issues.

Requirements

• 3+ years of experience in a customer service role, preferably in a call center environment.
• Strong people skills and ability to build relationships with internal and external stakeholders.
• Skilled in educating members on the benefits of their membership.
• Excellent written and verbal communication skills.
• Ability to recognize individual differences in communication and adapt approach accordingly.
• Excellent attention to detail to ensure full onboarding of members and documentation of treatment plans.
• Exceptional time management skills.
• Well versed with healthcare and medical terminology.
• Aptitude for problem-solving and sound business judgment.
• Exceptional computer skills, particularly with Microsoft Office Suite.
• Ability to work independently and as part of a team.