MedMutual Protect - Customer Care Specialist

Please note this is a fully remote position within the United States.

Founded in 1934, Medical Mutual is the oldest and one of the largest health insurance companies based in Ohio. We provide peace of mind to more than 1.2 million members through our high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement, and individual plans.

Responsibilities

MMP - Associate Customer Care Specialist

Participates in the call center training program that provides knowledge and skills needed to resolve and respond to customer, provider, and agent inquiries regarding the Company's health insurance products and services. Navigates systems and provides customer service in accordance with established quality expectations and service philosophy.

* Participates in a phased classroom and on the job training program to learn and be able to apply knowledge and skills needed to perform job.

* Responds to routine to moderately complex inquiries from customers, providers, and agents through telephone, written correspondence, email, and chat after successfully completing the established training requirements.

* Performs other duties as assigned.

MMP - Customer Care Specialist

Responds to and resolves a variety of customer inquiries regarding the Company's health insurance products and services. Balances workload and achieves maximum efficiency to ensure timely, complete, and accurate resolution is provided to customers on first contact. Navigates systems and confidently provides outstanding customer service in accordance with established quality expectations and service philosophy. Works to build customer loyalty by ensuring customer needs are met.

* Responds to a variety of inquiries from customers through determined channels such as telephone, written, email, chat, and face-to-face. Communicates information/solutions clearly, accurately, and effectively in a manner that provides peace of mind to the customer.

* Conducts research and takes appropriate action on customer inquiries specific to determined channel(s). Recognizes and takes action to address issues that may impact other customers. (Strives for resolution on first contact).

* Assists management in special projects, on-the-job training, and mentoring of new staff.

* Makes outbound calls to clients and providers to support other MMP departments.

* Performs other duties as assigned.

MMP - Senior Customer Care Specialist

Resolves and responds to routine to complex, tiered, and/or escalated multi-channel customer inquiries regarding the Company's health insurance products and services. Utilizes extensive knowledge of products, benefits, company policies, procedures, and systems to research issues, determine the source of the problem, impact to other customers, and resolution. Orients, trains and assists more junior level staff and participates in special projects. May serve as back-up to Customer Service Supervisor as directed by leadership.

* Applies in-depth knowledge of claims adjudication, systems, and benefits to identify, research, resolve, and respond to complex, escalated, and/or time-sensitive customer inquiries through telephone, written correspondence, email, and online chat. Recognizes and takes action to address issues that may impact other customers.

* Facilitates and/or supports assigned special projects. Some may require complex research and analysis.

* Makes outbound calls to clients and providers to support other MMP departments.

* Assists management in on-the-job training and mentoring of new staff. Identifies skills gaps and/or training opportunities to improve first call resolution. This includes assisting leadership with developing, implementing, and monitoring department performance metrics.

* Performs other duties as assigned.

Qualifications

MMP - Associate Customer Care Specialist

* Associate degree in business or healthcare administration, communications, or related field. Equivalent education and experience directly related to the role may substitute for a degree.

* 1 year of customer service experience in healthcare, banking, retail, hospitality, or other related industry, preferably in a contact center.

* Basic computer navigation and Microsoft Office skills.

* Knowledge of standard customer service practices and principles.

* Knowledge of standard office procedures and equipment (multi-function copier/printer/scanner, conference phone, etc.).

* Basic knowledge of health insurance products and services preferred.

MMP - Customer Care Specialist

* Associate degree in business administration, communications or a related field. Equivalent education and experience directly related to the role may substitute for a degree.

* 1 year as an Associate Customer Care Specialist which includes the successful completion of the internal training program OR equivalent 2 years of client support/service experience in a contact center in the wellness or healthcare industry.

* Demonstrated ability to meet the performance metrics of an Associate Customer Care

* Basic to intermediate computer navigation and Microsoft Office skills.

* Knowledge of standard customer service practices and principles.

* Knowledge of standard office procedures and equipment (multi-function copier/printer/scanner, conference phone, etc.).

* Basic knowledge of health insurance products and services preferred.

MMP - Senior Customer Care Specialist

* Associate degree in business administration, communications or related field is preferred. Equivalent education and experience directly related to the role may substitute for a degree.

* 2 years internal customer service experience, 1 year of which is as a Customer Care Specialist successfully meeting performance standards, and the formal recommendation of current supervisor.

* Demonstrated ability to meet the performance metrics of a Customer Care Specialist.

* Intermediate to advanced proficiency with contact center systems and Microsoft Office.

* In-depth knowledge of the Company's products and services, systems, operational policies and procedures, and customer service practices and principles.

* Knowledge of standard office procedures and equipment (multi-function copier/printer/scanner, conference phone, etc.).

* Ability to network with other departments to resolve customer inquiries.

Medical Mutual is looking to grow our team! We truly value and respect the talents and abilities of all of our employees. That's why we offer an exceptional package that includes:

A Great Place to Work:

• We will provide the equipment you need for this role, including a laptop, monitors, keyboard, mouse and headset.
• Whether you are working remote or in the office, employees have access to on-site fitness centers at many locations, or a gym membership reimbursement when there is no Medical Mutual facility available. Enjoy the use of weights, cardio machines, locker rooms, classes and more.
• On-site cafeteria, serving hot breakfast and lunch, at the Brooklyn, OH headquarters.
• Discounts at many places in and around town, just for being a Medical Mutual team member.
• The opportunity to earn cash rewards for shopping with our customers.
• Business casual attire, including jeans.

Excellent Benefits and Compensation:

• Employee bonus program.
• 401(k) with company match up to 4% and an additional company contribution.
• Health Savings Account with a company matching contribution.
• Excellent medical, dental, vision, life and disability insurance - insurance is what we do best, and we make affordable coverage for our team a priority.
• Access to an Employee Assistance Program, which includes professional counseling, personal and professional coaching, self-help resources and assistance with work/life benefits.
• Company holidays and up to 16 PTO days during the first year of employment with options to carry over unused PTO time.
• After 120 days of service, parental leave for eligible employees who become parents through maternity, paternity or adoption.

An Investment in You:

• Career development programs and classes.
• Mentoring and coaching to help you advance in your career.
• Tuition reimbursement up to $5,250 per year, the IRS maximum.
• Diverse, inclusive and welcoming culture with Business Resource Groups.

About Medical Mutual:

Medical Mutual's status as a mutual company means we are owned by our policyholders, not stockholders, so we don't answer to Wall Street analysts or pay dividends to investors. Instead, we focus on developing products and services that allow us to better serve our customers and the communities around us.

There's a good chance you already know many of our Medical Mutual customers. As the official insurer of everything you love, we are trusted by businesses and nonprofit organizations throughout Ohio to provide high-quality health, life, disability, dental, vision and indemnity plans. We offer fully insured and self-funded group coverage, including stop loss, as well as Medicare Advantage, Medicare Supplement and individual plans. Our plans provide peace of mind to more than 1.2 million Ohioans.

We're not just one of the largest health insurance companies based in Ohio, we're also the longest running. Founded in 1934, we're proud of our rich history with the communities where we live and work.

We maintain a drug-free workplace and perform pre-employment substance abuse and nicotine testing.