Job Description
200 Ballardvale St, Wilmington, Massachusetts, 01887, USA
Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Support Specialist serves as a key point of contact for high-value members. In this role, you’ll focus on customer satisfaction, account retention, operational efficiency, and embodying our company’s core values. As part of our commitment to service excellence, you will be instrumental in maintaining member relationships, resolving inquiries within targeted timeframes, and ensuring accuracy and quality in all communications. This is a great opportunity to make a direct impact on member satisfaction in a fast-paced, professional environment.
Key responsibilities for the role:
Deliver outstanding service to members, achieving and maintaining an average customer satisfaction score of 90% or higher.
Maintain high service standards by consistently achieving exceptional call quality through professional, empathetic, and effective communication.
Uphold and represent company core values in all internal and external interactions: Integrity, Collaboration, Accountability, Agility, Respect, and Excellence.
Ensure timely resolution of all member cases from receipt to completion
Proactively attempt to retain all large fund accounts
•Serve as the primary point of contact for assigned members, conducting weekly and/or monthly follow-ups to ensure needs are met and expectations are exceeded.
Perform weekly outreach to annuity companies, identifying and reporting late funding
Conduct annuity follow-up contacts weekly, ensuring timely updates and consistent communication
Accurately record all communications, outreach attempts, and case updates using internal CRM and tracking systems.
Key skills/experience qualifications:
High school diploma or GED required.
3+ years’ experience in an inbound/outbound call center environment, with a focus on complex cases required
Passion for helping other people and finding the best possible resolutions for members.
Excellent written and verbal communication skills.
Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce.
Ability to actively listen to members and think critically to identify solutions.
History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner.
Ability to work in a fast-paced and quickly evolving environment.
Healthcare experience with knowledge of claims processing is a plus.
Excellent attention to detail and strong data entry accuracy.
Ability to manage multiple priorities while maintaining a high level of organization and follow-through.
Demonstrated ability to work both independently and collaboratively in a team-based environment.
Strong verbal and written communication skills.
The estimated salary range for this position is $24.00-$27.00/hr. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer
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Description
Ametros is changing the way individuals navigate healthcare by providing them with the tools and support necessary to make educated decisions on how to spend their medical funds. Ametros's team works closely with patients, insurers, employers, attorneys, brokers, medical providers, and Medicare to create a seamless experience for our clients. Our flagship product is revolutionizing the way funds from insurance claim settlements are administered after settlement. Ametros continues to innovate, bringing new solutions to the market with the goal of simplifying healthcare for our clients. We make managing medical funds safe, effortless, and cost effective for everyone.
The Member Support Specialist serves as a key point of contact for high-value members. In this role, you’ll focus on customer satisfaction, account retention, operational efficiency, and embodying our company’s core values. As part of our commitment to service excellence, you will be instrumental in maintaining member relationships, resolving inquiries within targeted timeframes, and ensuring accuracy and quality in all communications. This is a great opportunity to make a direct impact on member satisfaction in a fast-paced, professional environment.
Key responsibilities for the role:
Deliver outstanding service to members, achieving and maintaining an average customer satisfaction score of 90% or higher.
Maintain high service standards by consistently achieving exceptional call quality through professional, empathetic, and effective communication.
Uphold and represent company core values in all internal and external interactions: Integrity, Collaboration, Accountability, Agility, Respect, and Excellence.
Ensure timely resolution of all member cases from receipt to completion
Proactively attempt to retain all large fund accounts
•Serve as the primary point of contact for assigned members, conducting weekly and/or monthly follow-ups to ensure needs are met and expectations are exceeded.
Perform weekly outreach to annuity companies, identifying and reporting late funding
Conduct annuity follow-up contacts weekly, ensuring timely updates and consistent communication
Accurately record all communications, outreach attempts, and case updates using internal CRM and tracking systems.
Key skills/experience qualifications:
High school diploma or GED required.
3+ years’ experience in an inbound/outbound call center environment, with a focus on complex cases required
Passion for helping other people and finding the best possible resolutions for members.
Excellent written and verbal communication skills.
Experience working in Microsoft Office and CRM Systems, including Microsoft Dynamics or Salesforce.
Ability to actively listen to members and think critically to identify solutions.
History of success in tracking and managing multiple escalations, with providing follow up to members in a timely manner.
Ability to work in a fast-paced and quickly evolving environment.
Healthcare experience with knowledge of claims processing is a plus.
Excellent attention to detail and strong data entry accuracy.
Ability to manage multiple priorities while maintaining a high level of organization and follow-through.
Demonstrated ability to work both independently and collaboratively in a team-based environment.
Strong verbal and written communication skills.
The estimated salary range for this position is $24.00-$27.00/hr. Actual salary may vary up or down depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position is eligible for incentive compensation.
#LI-BB1
In addition to our benefits package, employees have the opportunity to get involved with engagement, diversity, and philanthropic initiatives from their first day working with us to help us achieve our goal of Limitless Inclusion for All. As Ametros Citizens, we work together to foster an environment of limitless inclusion and belonging that encourages, supports, and celebrates the diverse voices and backgrounds of our people, while energizing the passion and innovations to revolutionize our industry.
Ametros is an Equal Opportunity Employer