Job Title: Customer Support Advisor
Position Summary:
The Customer Support Advisor will provide first line application support to Miramar: agent support requiring assistance completing on-line licensing registration and certification including resolving issues with navigating the software and answering questions.
Key Duties and Responsibilities:
- Provides first line application support to product users experiencing challenges and requiring assistance to navigate and complete on-line licensing requirements, registration, and certification
- Collects detailed information and asks effective questions to understand customer requests in order to diagnose and determine method of resolution
- Effectively uses all job aids and tools available to ensure all customer requests are resolved effectively and efficiently
- Diagnoses and resolves end users’ application issues, prevents problem escalation and provides solution tracking
- Perform other related duties as assigned
- Responsible for meeting individual performance metrics to include but not limited to: Adherence to Schedule, High Quality Performance, First Call Resolution, Dependability and Good Attendance, Productive Time in Queue, and Efficient Call Handling Time.
Convey Health Solutions, together with Pareto Intelligence™, delivers a powerful combination of purpose-built technology, advanced analytics, and expert services to help health plans thrive in a complex, post--Affordable Care Act environment.
As a trusted partner to Medicare and commercial payers, we provide scalable, compliant solutions that span the entire member lifecycle--from enrollment and billing to risk adjustment, Stars performance, and member engagement. Pareto's deep analytics and financial intelligence complement Convey's operational expertise, enabling our clients to improve performance, reduce costs, and create better healthcare experiences for millions of Americans--especially seniors and vulnerable populations.
Together, we help health plans scale smarter, grow stronger, and make healthcare work better for the people who need it most. Learn more at http://www.ConveyHealthSolutions.com
Skills Required
- Provide first line application support to product users for online licensing, registration, and certification
- Collect detailed information and ask effective questions to diagnose customer requests
- Effectively use all job aids and tools to resolve customer requests
- Diagnose and resolve end users' application issues and prevent escalations
- Track solutions and perform other related duties as assigned
- Meet individual performance metrics including adherence, quality, first call resolution, attendance, productive time, and efficient handling time
What We Do
Convey Health Solutions is a specialized healthcare technology and services company that is committed to providing clients with healthcare-specific, compliant member support solutions utilizing technology, engagement, and analytics. The company’s administrative solutions for government-sponsored health plans help to optimize member interactions, ensure compliance, and support end-to-end Medicare processes. By combining its best-in-class, built-for-purpose technology platforms with dedicated and flexible business process solutions, Convey Health Solutions creates better business results and better healthcare consumer experiences on behalf of business customers and partners. The company’s clients include some of the nation’s leading health insurance plans and pharmacy benefit management firms. Their healthcare-focused teams help several million Americans each year to navigate the complex Medicare Advantage and Part D landscape. Call us today at 1-800-559-9358 or visit our website: http://www.conveyhealthsolutions.com
